Deskside Services & Service Desk Lead

The DWS Tower Lead is the single point of contact for handling end-to-end operations and is responsible for overall end-user services for defined obligations and clients. The candidate must possess strong leadership and governance competence with relevant experience. They should be confident and fluent in communicating with teams, clients, management, partners, and other third parties. The role requires effective handling of day-to-day escalations at various leadership levels.

Key Responsibilities:

• Manage a strong technical team providing Level 2 deskside services to end users and hands & feet support to other functions/horizontals in the organization (Desktops, Laptops, Thin Clients, Print/Scan Devices, Desk phones, Hands and Feet Support to Data Centers and Hub Rooms).
• Ensure the availability and quality of resources, monitor early warning signs, manage attrition, and ensure timely replacements.
• Possess strong interpersonal skills to drive the team and handle other domains as needed for cross-skills support.
• Establish an operations review structure to monitor End User Experience, SLA performance, aging tickets, re-open cases, VOCs, ticket hygiene, IT onboarding, and offboarding.
• Participate in scheduled operations reviews and sign off on service request performance.
• Work closely with operations teams to identify improvement areas and initiate Service Improvement Plans (SIPs) for quantified improvements within stipulated timeframes.
• Establish documentation and procedural standards for End User Services and collaborate with other regions to implement best practices globally.
• Analyze ticket dumps and other data to draw inferences for operational improvements, presenting findings to management.
• Provide feedback to ensure ticketing and self-help tools are configured and functioning accurately from an end-user perspective.
• Collaborate with SD and resolver teams to ensure timely delivery to end users and identify areas for remote support or automation.
• Work closely with sales and solution teams to deliver end-user services reciprocally.
• Plan and drive project activities for infrastructure upgrades/refresh and new technology rollouts, providing leadership updates.
• Report progress in a timely manner.
• Align team members to project activities and fill gaps to meet target dates under project management.
• Work closely with vendor partners to ensure accurate support for end users in warranty cases or cases within their scope.
• Regularly review vendor performance, share feedback, and identify improvement areas.
• Collaborate with the IT Vendor Governance team to ensure partners deliver services as agreed (SLA management, resource management).
• Maintain working knowledge of end-user devices and mobile devices with SCCM and MDM services.
• Manage contractor IDs, including extensions, BGV updates, and exits/deletions for aligned team members.
• Creatively address internal client requests to work around limitations of mobile apps and registration sites.
• Provide thought leadership to embrace new technologies, evaluate new technology, and conduct feasibility studies.

Who You Are

 You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Skills and Experience

• 6 to 8 years of experience in Deskside service and service desk lead 
• Master’s or bachelor’s degree in any stream or equivalent.
• ITIL Version 3 or 4 Foundation Certified.
• Demonstrable experience in handling large end-user setups in the IT industry.
• Be well-versed in-Service Desk, Deskside, Tools, and Project Management concepts.
• Create and manage an effective and efficient Service Desk which functions on a 24x7 basis and is able to deliver SLAs related to FCR and other SLA’s and KPI’s
• Develop strong interpersonal client relationships and fulfill client requirements with planning and execution.
• Valid Indian passport with a minimum validity of 5 years from the date of joining.

Preferred Skills and Experience

• Microsoft Certifications.
• ITIL Certification
• PMP (additional advantage)