Desktop Operations Lead India

Role Purpose

Responsible for the allocation, scheduling and coordination of campus ESP and partner Engineers. Provide support and assistance to the Customer Success Managers across a designated area covering various customer accounts to ensure customer sites/contracts always have the agreed resource in place.

Responsibilities

• ·Co-ordinate the provision of onsite Desktop Engineer teams across a designated area.
• ·Undertake the scheduling management of the desktop remote teams utilising systems, including Excel and/or the workforce management tool.
• ·Scheduling Desktop Engineers to ensure sufficient resources are always available, including all planned and emergency absences.
• ·Working with Local Service Providers (suppliers) along with key stakeholders to ensure performance backfill Engineer requirements as per contract agreements.
• ·Ensure that contract-specific tasks, including projects and those tasks out of scope, can be either fully staffed, partially staffed, or not fulfilled internally by the ESP Desktop Engineers.
• ·Manage alongside key stakeholders’ escalations and problems that impact on business-as-usual operations and customer expectations and contracts.
• ·Act as a point of contact for the onsite Desktop Engineers to advise on administrative/procedural/system-related queries and in addition help to facilitate the resolution of any matters that require input from other departments.
• ·Support Internal ESP systems to business standards.
• ·Support partner invoices in conjunction with the Customer Success Managers and expense claims with Head of Campus Services to ensure the accuracy of billed vs. actual costs incurred.
• ·Work closely with the assigned Customer Success Managers and wider delivery team for key accounts in area including producing reporting to show coverage of specific sites.
• ·Review account-specific statistics to identify and drive service improvements and quality.
• ·Provide regular reports in conjunction with regional and customer services.
• ·Attend Service Reviews for both Customer and Internal business stakeholders.
• ·Applies independent judgment to solve systematic problems.
• ·Ensure team members are well-informed about campus policies, procedures, and resource availability.

Requirements

• ·Excellent verbal and written communication skills (English)
• ·At least 2/3 years; of customer service and administrative experience for role holder to perform fully and effectively in the role.
• ·High level of proficiency using IT systems preferably workforce management systems
• ·Ability to manage time-sensitive matters and resolve issues through to completion.

·ITIL Foundation (preferred)

• ·Able to build close and productive working relationships, including the ability to influence others.
• ·Desire to increase knowledge on the commercial aspects of Service Management
• ·Process driven with the ability to be innovative.
• ·Self-motivated with a willingness to learn and adapt to any new change or situation.
• ·Analytical and methodical in the approach to problem-solving
• ·Able to quickly digest data, analyse issues, devise, and execute action plans as appropriate.