Direct line supervision of technical resources.
Drive performance and quality for continuous improvement and is the escalation point for issues and client relationship management.
Responsibilities : Manages the Desktop team include planning, hiring and budgeting as appropriate.
Manages the relationships with business stakeholders.
Escalates higher profile issues to IT management as needed Provides leadership for the team and conducts annual PEx reviews, growth planning, and mentoring.
Act as an escalation point for technical and non technical issues, including client issue escalation.
Works directly with client management to resolve issues.
Monitors metrics to ensure SLAs,OLAs are being met and takes corrective actions as needed Monitors metrics, activities and issues to come up with service improvements.
Creates proposals and business cases with options to submit to management and client groups.
Responsible for ensuring team members are trained,no delinquencies, in compliance with corporate policies and procedures.
Works independently without direction for day to day activities.
Manages through most client and techincal issues.
Decisions that impact the group.
Highly complex work activities covering technical, financial and quality aspects and contributing to formulation of IT strategy.
Work involves creative application of wide range of technical and / or management principles.
Impacts the performance of a group of technicians and the clients that they support.
Bachelor’s Degree or equivalent experience with 10 years of experience Experience in managing Desktop Technical teams Experience on Industry Standard ticketing system ( Servicenow, Remedy, etc ) Pharma experience preferred