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Manager - End User Services

Location: Bangalore
Company: EFI
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Manager - End User Services
Location India - Bangalore
Tracking # 7355
# of Openings *1
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eProductivity Software (ePS) ?is a leading global provider of industry-specific business and production software technology for the packaging and print industries. eProductivity's integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With several offices worldwide, including in Bangalore, and over thirty-years dedicated to delivering best-in-class technology to the packaging and printing industries, it is our deeply held philosophy that eProductivity Software succeeds when our customers thrive.
Job Description
A fascinating, challenging opportunity has arisen for a Manager, End User Services to join our IT team in Bangalore, Whitefield office.
Basic Function
The Manager, End User Services provides a consistent and well-supported end user environment for employees in 20 countries. The position oversees the teams responsible for creating and supporting desktop environments, cloud productivity and collaboration solutions, and mobile solutions. The position requires a hands-on technical leader and responsibility for delivering a world-class support experience for 700+ employees and other stakeholders. The manager is expected to get into the weeds with complex technical issues while thinking about the big picture.
Primary Duties
- Supervise team of helpdesk analysts and on-site IT administrators
- Maintain and improve end user environment including desktop, laptop, and mobile systems.
- Oversee Office365 account for 700+ user system
- Deliver frontline technical support in a 24x5 environment
- Promote continuous improvement of Tier 1, 2, and 3 support across desktop and SaaS applications
- Operate the monitoring system including additions and removals
- Monitor alerts and ticket volume, metrics, and causes and operational metrics, accomplishments, and priorities for weekly leadership meeting(s), including setting KPIs and creating Pareto charts.
- Collect feedback to determine patterns and issues to be resolved using training, proactive communication, as well as technical support documentation/knowledge bases.
- Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
- Conduct regular check-ins with all direct reports to monitor performance, track progress on completing work duties and responsibilities, and discuss successes and challenges.
Required Skills
- Minimum of 8 years technical experience in IT with a strong background in customer service
- Minimum of 3 years current management experience that demonstrates proficiency in leadership techniques and management of resources in a 24x7 operational environment.
- Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365/Office365
- Experience with computer security systems, basic networking, password management, and file protection protocols
- Strong communication and interpersonal skills with the ability to effectively listen and communicate information clearly and concisely.
- Ability to communicate over the phone and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
- Proven ability to lead teams toward organizational goals with successful outcomes
- Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints.
- Bachelors or technical degree in Computer Science, Information Systems, or related discipline
Technical Skills
- The successful candidate be familiar with a number of these platforms and their use in managing large, distributed groups of machines and users.
- Microsoft365/Office365
- Desktop platforms: Windows, MacOC
- Mobile plaforms: Apple, Android
- Monitor platforms such as Nagios or Zabbix
Equal Opportunity & Disability Accessibility Statement
EFI is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one's employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination. EEO is the Law:
EFI is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 650-357-2777 or via email EFI will make determinations on such requests for accommodation or assistance on a case-by-case basis.
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