8-10 years of experience in Customer Support operations
6-8 years of team leadership experience
Familiarity with technical towers including EUC, O365, Network, Security, Cloud, Infrastructure, and Backup
Proficiency in building reports for incidents, service requests, and compliance
Strong multi-tasking and problem-solving skills, especially in IT environments
Responsibilities
Manage day-to-day operations for End User Support
Act as the Single Point of Contact (SPOC) for IT user issues
Oversee resource deployment and shift management
Track and report on SLAs and KPIs related to support operations
Govern day-to-day operations through regular governance meetings
Drive customer initiatives and manage technology upgrades
Ensure all operational processes are aligned with organizational SLA requirements
Benefits
Onsite position in San Diego, CA from Day 1
Opportunity for leadership in a multi-faceted IT environment
Engagement with diverse technologies and infrastructures
Focus on innovative problem-solving across technical domains
Regular participation in governance and improvement initiatives
Full Job Description
End User Support MAHIN-JOB-36653 Title- End User Support Location- San Deigo, CA (Day1 Onsite) Job Description :
Responsible for Hands and Feet Support Operations for all technical towers in scope (EUC, O365, Network, Security, Cloud, Infrastructure and Backup).
Total 8 to 10 Years' experience in the Customer Support operations and 6 to 8 years of experience in leading the teams
Act as SPOC and escalation point for all IT User related issues and ensures of issue resolution in an appropriate and timely manner to meet agreed SLA's/KPI's.
Ensure that all operational processes ( Service Desk, EUC, VIP Support and User Desk provisioning ) managed to support organization's SLA requirements.
Day to day management of Resource deployment, Ticket Queues, Shift management/Handover, SLA/KPI Tracking and reporting.
Governance and Reporting of the day-to-day operations and participating Daily/Weekly/Monthly Governance meetings.
Manage End User Technology upgrades, Network IOS Upgrades, Patching and drive the Customer Initiatives across the technology towers.
Having knowledge of Service Management and Proficiency in building reports related to incidents and service requests and compliance.
Ability to multi-task and solve problems innovatively by effectively engaging the IT stakeholders, Technology teams, ISP's and Vendors.
