Mgr IT Support
PuneFull-time8–14 yrsPosted over a month ago
Leadership IT support role at UKG in Pune. Needs 8+ years and a B.Tech, B.E. or B.Sc.
About the role
The Manager, IT Support is responsible for handling global IT support operations across onsite support, deskside services, remote support, AV conference room support, tech bar services, and service desk channels. This role ensures high-quality end-user support, strong incident and request management, effective escalation handling, and continuous improvement across people, process, and technology.
What you'll do
- Lead and manage IT support operations across global service functions, including onsite operations, deskside support, remote support, chat, phone, and tech bar
- Oversee support for AV conference rooms, meeting spaces, collaboration technologies, and related onsite technical services
- Manage incident, request, problem, and escalation workflows to ensure timely resolution and service continuity
- Ensure SLA, KPI, and reporting matrix targets are met across all support channels and operational queues
- Build and maintain dashboards, operational reports, and performance metrics using Power BI and other reporting tools
What you need
- ServiceNow
- Windows
- Intune
- Power BI
- IAM
- SOP writing
Good to have
- ITIL
- Root cause analysis