IT Manager

Manager - Tech Support

Responsibilities:

• Manage IT Technical Support Operations US Shift
• Manage team activities, shift planning.
• Task prioritization, allocations and follow ups with team.
• Track team productivity & efficiency and initiate corrective action.
• Motivate and mentor team members.
• Communicate with internal and external stakeholders
• Conduct technical discussion with internal and external stakeholders
• Manage IT Helpdesk Operations.
• Monitor SLAs, action potential escalations, address end user escalation, Prepare and present MIS reports
• Drive incidence management, update stake holders, RCA circulation.
• Control/record IT asset issuance maintain IT inventory.
• Perform end to end procurement formalities, liaison with finance department for vendor pay-outs. Tracking Warranty / AMC status for all IT assets.
• Project Management to deliver new implementations, expansions, change requests etc.
• Ensure IT security practice adherence
• Prepare and update process documentations, ITIL practices.

Skills:

• Rich exposure to ITIL / HIPAA / PCI practices and working environment
• Strong conceptual understanding of WAN, LAN, Info security, Hardware, Windows, Telecom, US Healthcare BPO/KPO legacy applications and RCM process.
• Expert in resource planning and work allocation.
• Effective presentation and communication skills; written and verbal.
• Excellent problem solving and decision-making skills.
• ITIL V3 foundation certification is a Must.

Years of Experience: 10+ years