Group Manager-Service Delivery

Job Title

Visa status: U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. Tax Terms: W2, 1099 Corp-Corp or 3rd Parties: Yes

Job Description

Should have experience of running L2 Desktop Support operation for large enterprise (with at least 10,000 or more users). Excellent verbal and written communication skills. Experience of managing a team of at least 10 to 15 L2 Engineers consisting of Break Fix, Dispatch and Remote Support. Should have hands on exposure to end user incident troubleshooting involving Win 7 and Win 10 OS Build, Office 2010/2013, O 365, Symantec /Cisco VPN. Desirable to have experience of managing an end user environment consisting of a mix of virtual desktops and traditional desktops. ITIL V3 certified. Is familiar with general client SOWs and understands customers role in fulfilling its obligations. Participates in relevant customer internal meetings, reviews & conference calls; compiles meeting notes & action items when applicable. Works with customers leaders in creating strategy for implementation of new products / services in the Enterprise. Should be comfortable with using end user analytics tools and dashboards. Organized, clear, and concise communication with customer, co workers, and management. Assists in QA Review process implementation; notifies senior management of any applicable issues in maintaining QA program. Manages and provides (if applicable) training and coaching opportunities as well as technical and non technical issues with Training/Documentation Specialists and Quality/Efficiency Specialists as needed and in a timely manner. Manages human resources consistently & effectively. Available to work on an on call capacity.