Sr Tower Lead (Support & Operations)

Job Summary : Regional Service Manager

Job Responsibilities : • To manage the IT Service Delivery team (Deskside support) and Partner Resource team, taking responsibility for desktop support • Customer Relationship Management • Vendor Relationship Management • Project Management on on-going project • Manage Customer Deliverables and Priorities • SLA Management including Incident, Service request, etc. • Daily review with the Country Managers • Periodic reviews with Customer and Vendors • MIS and Reporting • Oversee and monitor Key project Indicators • To ensure that systems, processes, and methodologies as specified are followed to sure effective monitoring, control and support of service delivery. • Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes. Knowledge on the following is required to get the required tasks carried out by Country Manager / Lead / Full Time or Dispatch Engineers at various locations in the region: • Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops • Providing 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets • Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities • Taking ownership of issues through to resolution on all appropriate requests. • Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information. • Move equipment associated with escalated help desk incidents and service requests • Performing asset inventory activities as needed. • Trains and orients staff on use of hardware and software. • Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity. • Works with procurement staff to purchase hardware and software. • This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Skill Requirement : • Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc. • Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e., Office • Effective communication in English and local languages is mandatory Business Skills: • Management of the Region • Ability to interact with customers to ensure that the service is polite, efficient and responsive • Work through issues analytically to a successful conclusion • Efficiently coordinate with Vendors for daily operations and Dispatch Engineers

Other Requirement : • Minimum Qualification - Engineering o Experience -10+ years' experience, with at least 3+ years on Regional managerial role. o Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management. o ITIL / PMI professional will be preferred • Candidate should have good understanding of Desk side desktop Management, maintenance, deployment, and reporting • Experience of working with & managing partners