Track Manager - Desk Side Services, AMT Asset Management Software

• *Job Summary**
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RSM

• *Key Responsibilities**
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To manage the IT Service Delivery team (Deskside support) and Partner Resource team, taking responsibility for desktop support\\\\\\\\r\\\\\\\\n• Customer Relationship Management\\\\\\\\r\\\\\\\\n• Vendor Relationship Management\\\\\\\\r\\\\\\\\n• Project Management on on\-going project\\\\\\\\r\\\\\\\\n• Manage Customer Deliverables and Priorities\\\\\\\\r\\\\\\\\n• SLA Management including Incident, Service request, etc.\\\\\\\\r\\\\\\\\n• Daily review with the Country Managers\\\\\\\\r\\\\\\\\n• Periodic reviews with Customer and Vendors\\\\\\\\r\\\\\\\\n• MIS and Reporting\\\\\\\\r\\\\\\\\n• Oversee and monitor Key project Indicators\\\\\\\\r\\\\\\\\n• To ensure that systems, processes, and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.\\\\\\\\r\\\\\\\\n• Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes.\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nKnowledge on the following is required to get the required tasks carried out by Country Manager / Lead / Full Time or Dispatch Engineers at various locations in the region:\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\n• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops\\\\\\\\r\\\\\\\\n• Providing 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets\\\\\\\\r\\\\\\\\n• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities\\\\\\\\r\\\\\\\\n• Taking ownership of issues through to resolution on all appropriate requests. \\\\\\\\r\\\\\\\\n• Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up\-to\-date status and information. \\\\\\\\r\\\\\\\\n• Move equipment associated with escalated help desk incidents and service requests\\\\\\\\r\\\\\\\\n• Performing asset inventory activities as needed. \\\\\\\\r\\\\\\\\n• Trains and orients staff on use of hardware and software.\\\\\\\\r\\\\\\\\n• Recommends and / or performs upgrades on systems (Workstations \& Printers) to ensure longevity.\\\\\\\\r\\\\\\\\n• Works with procurement staff to purchase hardware and software.\\\\\\\\r\\\\\\\\n• This position requires the ability to work in a project\-based environment requiring flexibility and teamwork. Performs other duties as assigned.\\\\\\\\r\\\\\\\\n\\\\r\\\\n\\\\r\\\\n Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc. \\\\\\\\r\\\\\\\\n• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e., Office \\\\\\\\r\\\\\\\\n• Effective communication in English and local languages is mandatory\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nBusiness Skills:\\\\\\\\r\\\\\\\\n• Management of the Region\\\\\\\\r\\\\\\\\n• Ability to interact with customers to ensure that the service is polite, efficient and responsive\\\\\\\\r\\\\\\\\n• Work through issues analytically to a successful conclusion\\\\\\\\r\\\\\\\\n• Efficiently coordinate with Vendors for daily operations and Dispatch Engineers\\\\r\\\\n

• *Skill Requirements**
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Minimum Qualification – Engineering\\\\\\\\r\\\\\\\\no Experience –10\+ years’ experience, with at least 3\+ years on Regional managerial role. \\\\\\\\r\\\\\\\\no Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.\\\\\\\\r\\\\\\\\no ITIL / PMI professional will be preferred\\\\\\\\r\\\\\\\\n• Candidate should have good understanding of Desk side desktop Management, maintenance, deployment, and reporting \\\\\\\\r\\\\\\\\n• Experience of working with \& managing partners\\\\\\\\r\\\\\\\\n\\\\r\\\\n\\\\r\\\\n• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc. \\\\\\\\r\\\\\\\\n• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e., Office \\\\\\\\r\\\\\\\\n• Effective communication in English and local languages is mandatory\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nBusiness Skills:\\\\\\\\r\\\\\\\\n• Management of the Region\\\\\\\\r\\\\\\\\n• Ability to interact with customers to ensure that the service is polite, efficient and responsive\\\\\\\\r\\\\\\\\n• Work through issues analytically to a successful conclusion\\\\\\\\r\\\\\\\\n• Efficiently coordinate with Vendors for daily operations and Dispatch Engineers\\\\r\\\\n

• *Must Have Skill**
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Desk Side Services,Hardware Asset Management,Hardware Mgmt \- Printers,MAC Hardware Mgmt,Windows PC,AMT Asset Management Software

• *Good to Have Skill**
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• *Other Requirements**
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Providing a single point of contact for Business Units for escalations at the Service Desk or Deskside support