Assistant Manager - Desktop Support
Job Description
The purpose of the Deputy/assistant IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management.
Key accountabilities include but are not limited to:
Reporting, Audit deliverables, change management, training, quality management are addressed and monitored to ensure deadlines and service levels are met and results delivered.
To own incidents and requests to ensure completion in both the client and WNS infrastructure and IT environments.
To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.
Ownership of Incidents and escalation and driving closure on a 24/7 basis.
Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.
The role will involve close coordination and project management of various internal and external technology groups to meet deliverables
To maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.
To line manage and develop reporting IT team.
Plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.
Ensure high level of customer centricity and engagement, forming a partnership with the operations team.
Act as a point of escalation for customers and manage their expectations.
Ensure the alignment of technology, process and people to business objectives
Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.
Draft reports on IT Service Delivery and present the data to the Senior Management Team
Forefront Audits and collate /provide evidences and ensure audit compliance in all areas through out the year.
Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.
Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required
Requirements
Function: Information Technology
Experience Level: Mid-Senior Level