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Track Manager (Support & Operations)

HCLTech·Hyderabad

Pay not stated10–12 yrsFull-time
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About the role

The FSO DSS Team Lead (L3) is responsible for leading and overseeing global Deskside Support and Field Service Operations (FSO) teams, ensuring seamless end-user support delivery, operational governance, SLA compliance, customer satisfaction, and continuous service improvement.

What you'll do

  • Lead and manage Deskside Support and Field Service Operations teams across assigned regions
  • Ensure delivery of services in line with contractual SLAs, OLAs, and KPIs
  • Own operational performance, customer experience, and field service effectiveness
  • Provide leadership during major incidents, service disruptions, and business-critical escalations
  • Act as the primary escalation point for complex DSS operational issues. People Management

What you need

  • 10–12 yrs of experience
  • Reporting
  • Excel
  • ITIL
  • Team management
  • Vendor management
  • Process improvement
  • B.Tech or B.E. or B.Sc or BCA or Class 12

Good to have

  • Office 365
  • Active Directory
  • Power BI
  • Intune
  • Azure
  • ServiceNow

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