Desktop Support Manager

REF100320U_2026246879 - Desktop Support Management - 5 plus years experience

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Project governance for all deliverables.Ensure Service Levels are consistently met with continuous improvement.Daily monitoring of tickets across locations.Weekly calls with location SPOCs for SDP Tickets / Change Request / Ramp ups – Ramp down.Pro Active - IT Asset Inventory management, EPO Compliance, SCCM Compliance.Ensure right skill resource availability across locations.Structured engagements for continuous improvement.Regular team engagement (Weekly / Monthly) to understand their pain areas & action accordingly.Regular engagement with customer (Weekly / Monthly) to understand their requirements and align accordingly.Highlighting risk & mitigation plan on resource front to internal management to ensure uninterrupted support.Improve Quality of Service through automation and by enhancing the teams technical & presentational skills.To facilitate & conduct regular trainings for the deployed resources to improve their skills & overall approach to support program efficiency.Define & track individual performance parameters to maintain SLA metrics.To conduct regular audits on the internal process adherence, perform gap analysis and take appropriate steps wherever necessary.(Internal and External)Ensuring optimize sizing of resources with zero impact to SLA.Data Analysis with right vision & corrective actions, reporting the same to customer management.Should be able to Handle HR / Administrative / Statuary Compliances for Deployed resources.Ensuring Readiness of required data & compliances to meet the Audit requirements.Fulfillment of ADHOC Project requirements.Supervising IT Operations, Infrastructure Management, IT Asset Management, Team Management, Vendor Coordination & ITSMProject governance for all deliverables. Fulfillment of ADHOC Project requirements.Ensuring the Service Levels Agreements are consistently met with continuous improvement.Daily monitoring & reviewing of tickets across multiple processes Daily & Weekly calls with location SPOCs for SDP Tickets / Change Request / Ramp ups – Ramp down.Managing & Maintaining IT Asset Inventory through GAMS Database with 98% accuracy Delivering 98% complinace ration for EPO, DLP, SCCM & OS buildStructured engagements for continuous improvement.Regular team engagement (Daily / Weekly / Monthly) to discuss team performance & their concernsRegular engagement call discussion with customer (Weekly / Monthly) to understand their requirements and align accordingly.Highlighting risk & mitigation plan on resource front to internal management to ensure uninterrupted support.Facilitating & conducting regular trainings for the deployed resources to improve their skills & overall approach to support program efficiency.Define & track individual performance parameters to maintain SLA metrics.Conducting regular audits on the internal process adherence, perform gap analysis and take appropriate steps wherever necessary (Internal and External)Data Analysis with right vision & corrective actions, reporting the same to customer management.Working closely with other IT Teams in ensuring better experience to clients on various process (including on boarding & off boarding) .

Qualifications

Bachelor's Degree

Experience Level

Senior Level