Tower Lead (Support & Operations)

Noida, Uttar Pradesh

Job Summary

We are looking for a multi\-skilled DWP SSM \- LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.

• *Primary responsibilities are:**

Resource \& customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)

Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)

Customer Relationship Management

SLA Management including Incident and Requests

Regular reviews with Customer, Vendors \& Internal HCL Stakeholders

Provide leadership to the LSM Team including coaching as required

Reporting and MIS

Oversee Projects

Skills, Experience and Qualification Required

• *Business Skills:**

Understanding of EUC and related technologies

Ability to interact with customers to ensure that the service is polite, efficient and responsive

To work through issues analytically to a successful conclusion

Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients

Ability to understand best practices internally/externally on EUC related activities.

Understanding of Financials, including cost control, project revenue/costs, budgeting, P\&L etc.

Personal Skills

Strong customer service skills

Must be detail oriented and self\-motivating

Strong Written and Verbal Communication Skills at senior level,

Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills

Flexibility with respect to time – client deliverables need to be met with a Can do attitude

Excellent problem solving / quantitative/ analytical skills

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Must be detail oriented and self\-motivating

Ability to motivate people and teams,

Ability to write business cases and justification documents, Ability to manage multiple work streams

Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

• *Technical Skills:**

Understanding End User IT infrastructure

Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

Minimum Qualification and Experience

10 years End user computing experience, with at least 8 years in a management role leading a team

Minimum 5 Years working in DWP Management Role

Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools

Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC)

ITIL professional will be preferred

Ideal candidate would have project management experience (new Project onboarding , transition \& migration projects)

Ideal candidate would be expected to have a 10\-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment

Key Responsibilities

We are looking for a multi\-skilled DWP SSM \- LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.

• *Primary responsibilities are:**

Resource \& customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)

Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)

Customer Relationship Management

SLA Management including Incident and Requests

Regular reviews with Customer, Vendors \& Internal HCL Stakeholders

Provide leadership to the LSM Team including coaching as required

Reporting and MIS

Oversee Projects

Skills, Experience and Qualification Required

• *Business Skills:**

Understanding of EUC and related technologies

Ability to interact with customers to ensure that the service is polite, efficient and responsive

To work through issues analytically to a successful conclusion

Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients

Ability to understand best practices internally/externally on EUC related activities.

Understanding of Financials, including cost control, project revenue/costs, budgeting, P\&L etc.

Personal Skills

Strong customer service skills

Must be detail oriented and self\-motivating

Strong Written and Verbal Communication Skills at senior level,

Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills

Flexibility with respect to time – client deliverables need to be met with a Can do attitude

Excellent problem solving / quantitative/ analytical skills

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Must be detail oriented and self\-motivating

Ability to motivate people and teams,

Ability to write business cases and justification documents, Ability to manage multiple work streams

Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

• *Technical Skills:**

Understanding End User IT infrastructure

Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

Minimum Qualification and Experience

10 years End user computing experience, with at least 8 years in a management role leading a team

Minimum 5 Years working in DWP Management Role

Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools

Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC)

ITIL professional will be preferred

Ideal candidate would have project management experience (new Project onboarding , transition \& migration projects)

Ideal candidate would be expected to have a 10\-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment

Skill Requirements

We are looking for a multi\-skilled DWP SSM \- LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.

• *Primary responsibilities are:**

Resource \& customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)

Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)

Customer Relationship Management

SLA Management including Incident and Requests

Regular reviews with Customer, Vendors \& Internal HCL Stakeholders

Provide leadership to the LSM Team including coaching as required

Reporting and MIS

Oversee Projects

Skills, Experience and Qualification Required

• *Business Skills:**

Understanding of EUC and related technologies

Ability to interact with customers to ensure that the service is polite, efficient and responsive

To work through issues analytically to a successful conclusion

Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients

Ability to understand best practices internally/externally on EUC related activities.

Understanding of Financials, including cost control, project revenue/costs, budgeting, P\&L etc.

Personal Skills

Strong customer service skills

Must be detail oriented and self\-motivating

Strong Written and Verbal Communication Skills at senior level,

Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills

Flexibility with respect to time – client deliverables need to be met with a Can do attitude

Excellent problem solving / quantitative/ analytical skills

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Must be detail oriented and self\-motivating

Ability to motivate people and teams,

Ability to write business cases and justification documents, Ability to manage multiple work streams

Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

• *Technical Skills:**

Understanding End User IT infrastructure

Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

Minimum Qualification and Experience

10 years End user computing experience, with at least 8 years in a management role leading a team

Minimum 5 Years working in DWP Management Role

Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools

Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC)

ITIL professional will be preferred

Ideal candidate would have project management experience (new Project onboarding , transition \& migration projects)

Ideal candidate would be expected to have a 10\-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment

Other Requirements

We are looking for a multi\-skilled DWP SSM \- LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.

• *Primary responsibilities are:**

Resource \& customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)

Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)

Customer Relationship Management

SLA Management including Incident and Requests

Regular reviews with Customer, Vendors \& Internal HCL Stakeholders

Provide leadership to the LSM Team including coaching as required

Reporting and MIS

Oversee Projects

Skills, Experience and Qualification Required

• *Business Skills:**

Understanding of EUC and related technologies

Ability to interact with customers to ensure that the service is polite, efficient and responsive

To work through issues analytically to a successful conclusion

Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients

Ability to understand best practices internally/externally on EUC related activities.

Understanding of Financials, including cost control, project revenue/costs, budgeting, P\&L etc.

Personal Skills

Strong customer service skills

Must be detail oriented and self\-motivating

Strong Written and Verbal Communication Skills at senior level,

Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills

Flexibility with respect to time – client deliverables need to be met with a Can do attitude

Excellent problem solving / quantitative/ analytical skills

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Must be detail oriented and self\-motivating

Ability to motivate people and teams,

Ability to write business cases and justification documents, Ability to manage multiple work streams

Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

• *Technical Skills:**

Understanding End User IT infrastructure

Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

Minimum Qualification and Experience

10 years End user computing experience, with at least 8 years in a management role leading a team

Minimum 5 Years working in DWP Management Role

Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools

Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC)

ITIL professional will be preferred

Ideal candidate would have project management experience (new Project onboarding , transition \& migration projects)

Ideal candidate would be expected to have a 10\-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment

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