Lead - IT/Senior Lead - IT

Job description

**Job Purpose** Looking for a senior Endpoint Operations Leader (GB06) responsible for driving end-to-end Service Desk, Contact Center, and Endpoint Tools Technology operations. The role will focus on delivering superior end-user experience, ensuring high-quality support services, optimizing operations through automation and self-service, and managing large-scale service delivery across enterprise environments. **Duties and Responsibilities** - Service Desk Operations Leadership: Lead centralized and distributed Service Desk operations ensuring high availability, responsiveness, and service excellence - Contact Center Management: Oversee omni-channel IT support operations including call centers, chat support, self-service portals, and virtual agents - Tools Technology Governance: Manage and optimize endpoint tools (SCCM, Intune, JAMF), ITSM platforms (ServiceNow/Remedy), and support technologies - User Experience Service Excellence: Drive CSAT improvement, reduce user effort, and enhance end-user experience through proactive and predictive support - ITIL Process Management: Ensure effective governance of Incident, Request, Problem, and Change Management processes - Automation Self-Service: Drive implementation of automation, self-service portals, knowledge management, and AI-based support solutions - Vendor Partner Management: Manage service desk vendors, contact center partners, and tool providers ensuring SLA adherence and service quality - Operational Performance Management: Track and improve key metrics like SLA, FCR, AHT, MTTR, backlog, and productivity - Reporting Governance: Publish dashboards, MIS reports, and conduct service reviews with leadership and stakeholders - Continuous Improvement Transformation: Drive digital workplace transformation initiatives and operational excellence programs **Key Decisions / Dimensions** 5.DECISIONS (Key decisions taken by job holder at his/her end) - Assigning right engineers at right place to ensure smooth operations. - KPIs to focus (MTTR, FCR, CSAT, etc.) - Renewals, cost negotiations, and vendor consolidation. **Major Challenges** - Managing multiple concurrent projects across EUC operations. - Coordinating between diverse stakeholders including different BU, IT Infrastructure and Support Functions. - Maintaining Service Quality User Experience across diverse user bases. - Vendor Partner Management ensuring vendor SLAs align with business SLAs. - Workforce Skill Management Ensuring continuous training on new technologies/tools. - Security Compliance Pressure to manage diverse user bases. **Required Qualifications and Experience** a) Minimum qualification required is BE / B.Tech / MBA / equivalent degree from a recognized university. b) 12-15 years of experience working as Project Manager or Service Delivery Manager in IT Operations, preferably in BFSI or software organizations. c) Experience in managing large-scale Service Desk Contact Center operations d)Hands-on exposure to endpoint tools (SCCM, Intune, JAMF) and ITSM tools (ServiceNow, Remedy, etc.) e) Deep understanding of ITIL processes and service management frameworks f) Proven experience in automation, self-service, and digital support transformation g) Strong vendor and stakeholder management experience h) Strong analytical, reporting, and problem-solving skills i) Excellent leadership, communication, and team management capabilities