Assistant Manager

Job Description – Assistant Manager – Services 

Required Position Details 

Designation Asst. Manager - Services Location Ahmedabad/Rajkot Reporting to Manager - Operations Salary Package (per annum)  

Education Details 

Graduation/ Post Graduation Bachelor’s in an IT-related field; Additional Qualification (Diploma or Certification)  

Experience Details 

Total Experience (in years) 5 to 7 Years Preferred Industry/Company IT Industries  Relevant Experience (in years) 1 to 3 Years Preferred Current Position Asst. Manager - Services 

Requirements / Eligibility criteria/notes 

Language English / Hindi  Need to have a smartphone Need to have a vehicle Need to have internet at residence / PG Need to travel to the Branch offices in Gujarat Good at documentation and MS PowerPoint / Word / Excel  Must agree to  Service Bond Clause mentioned below.    

Assistant Manager - Services (Roles and Responsibilities) 

Company: N-SCOPE Netware Pvt. Ltd. 

Department: Operations 

Reports to: Manager – Operations 

Industry: IT Infrastructure, Network Solutions, Cloud Services, Facility Management Services (FMS) 

Primary Objective: 

The Assistant Manager – Services is responsible for managing and leading a team of IT support engineers to deliver exceptional service to AMC (Annual Maintenance Contract) customers. This role involves overseeing technical support operations, maintaining strong customer relationships, handling escalations, and continuously improving support processes. The candidate will act as a key liaison between customers, internal teams, and external vendors to ensure timely, efficient, and high-quality support services. 

Service Bond Clause: 

The Employee agrees to serve the Company for a minimum of Three (3) year. At joining, the Employee shall provide a cheque equal to one (1) month’s CTC, to be held by the Company. 

If the Employee leaves before completing one year, the Company may deposit the cheque. If dishonoured, legal action will be initiated as per applicable laws. 

Key Responsibilities: 

Customer Support Management: 

• Ensure timely resolution of all technical queries, requests, and issues raised by AMC customers through email, phone, messages, or ticketing systems. 
• Maintain accurate and complete documentation of customer interactions and support activities in the Helpdesk Ticketing Tool. 
• Strive to provide uninterrupted IT services and minimize escalations by proactive issue management. 
• Prioritize and resolve high-priority incidents with urgency and professionalism. 

Customer Relationship Management: 

• Serve as the Single Point of Contact (SPOC) for assigned AMC customers regarding feedback, escalations, and updates. 
• Develop and maintain positive, long-term relationships with clients through consistent communication and monthly on-site visits. 
• Coordinate quarterly reviews of customer contracts, ensuring timely renewals, updates, and documentation. 

Team Leadership and Management: 

• Lead and mentor the support team with efficient task delegation, performance tracking, and technical guidance. 
• Participate in staffing activities, including interviews, onboarding, and training of new team members. 
• Conduct quarterly one-on-one performance evaluations, provide constructive feedback, and align individual goals with team objectives. 
• Approve leaves and reimbursements in compliance with organizational policies. 

Technical Support & Escalation Handling: 

• Assist in resolving Level 2 and Level 3 technical support cases, stepping in during complex scenarios. 
• Coordinate with internal departments (Admin, HR, Sales, Purchase) for cross-functional issue resolution. 
• Maintain oversight of internal team queries and ensure smooth day-to-day operations. 

Vendor Coordination & Process Management: 

• Liaise with external vendors to resolve escalated technical issues promptly. 
• Identify and communicate cross-sale opportunities to the sales team during customer interactions. 
• Document and enhance internal support processes for greater efficiency and customer satisfaction. 
• Manage seamless transitions from project implementation to ongoing support for new customers. 

Innovation & Continuous Improvement: 

• Drive improvements in support operations through the adoption of new technologies, automation tools, and process optimization. 
• Monitor KPIs and metrics to identify areas for continuous enhancement aligned with company goals. 

Required Skills & Qualifications: 

• Bachelor’s degree in Computer Science, IT, or related field (preferred). 
• 5+ years of experience in IT support, with at least 2 years in a leadership or assistant managerial role. 
• Strong technical expertise in: 
• LAN/WAN networking 
• Windows Server administration 
• Firewall configurations 
• NAS storage solutions 
• CCTV systems 
• Helpdesk tools and ITSM practices 
• Proven experience in Level 2/3 technical troubleshooting. 
• Excellent communication, interpersonal, and leadership skills. 
• Strong problem-solving ability and a customer-centric mindset. 
• Ability to manage teams, coordinate with vendors, and handle cross-functional collaboration. 

Preferred Certifications (Optional): 

• ITIL Foundation 
• Microsoft Certified Solutions Expert (MCSE) 
• Cisco Certified Network Associate (CCNA) 
• CompTIA A+ / Network+ 
• Any relevant cybersecurity or systems administration certification 

Other Information: 

• Willingness to travel for client visits (approximately once a month per customer). 
• Ability to work in a fast-paced, service-driven environment with shifting priorities. 
• Flexibility for extended hours during critical issue resolutions or project transitions.