Associate Manager, Desktop Support

Role & responsibilities

• Oversee the day-to-day operations of a remote team to ensure performance and business objectives are aligned with company goals.
• Build a strong understanding of the teams services, including chat support, phone support, and remote assistance, along with the relevant policies and procedures.
• Support Team Leads in daily operations and strategic initiatives by providing guidance on analytical thinking and decision-making.
• Proactively identify bottlenecks and operational challenges and drive timely resolutions with minimal supervision.
• Maintain an innovative and experimental mindset to identify, implement, and evaluate process improvement initiatives across teams.
• Lead training and development initiatives focused on upskilling and cross-skilling team members.
• Manage leave schedules, shift rosters, and staffing plans to ensure optimal coverage and smooth workflow management.
• Prepare regular performance reports with actionable insights, project documentation, SOPs, and knowledge articles.

What were looking for

• 23 years of supervisory or people management experience, along with 8+ years of overall experience in a technical/ desktop support environment.
• Excellent written and verbal communication, interpersonal, and presentation skills.
• Strong knowledge of operating systems (Windows and macOS), hardware, networking, Microsoft 365 tools, and printers.
• Strong exposure with LLM/AI tools is preferred.
• Good understanding of QA processes, training methodologies, and data analysis.
• ITIL Foundation certification and/or Six Sigma knowledge or training will be an added advantage.