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Manage the internal It Support team and evaluate skills and performances, ensure end user service is timely and accurate on a daily basis, support technician, set specific end user service standards, contribute to improving IT support by actively monitoring and responding to end users queries, establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal teams like security, to improve cross problems solutions.
Providing outstanding first level technical support as well as assisting in planning out and building our IT infrastructure.
Working at NTT
Job Purpose
Manage the internal It Support team and evaluate skills and performances, ensure end user service is timely and accurate on a daily basis, support technician, set specific end user service standards, contribute to improving IT support by actively monitoring and responding to end users queries, establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal teams like security, to improve cross problems solutions.
Providing outstanding first level technical support as well as assisting in planning out and building our IT infrastructure.
Key Responsibilities
- Lead the internal IT support team in our day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our IT stack
- Provide end-user support to executive staff, and advice regarding standard office applications and best practices as it evolves with company needs
- Ensure Licensing Management
- Support onboarding / off-boarding employees on corporate systems
- Create and update manuals and documentation
- Oversee day-to-day operations and architectural planning activities of the End-User Computing team;
- Provide technical leadership and motivate the teams involved;
- Manage, coordinate and develop all End-User Support services including the tracking of SLAs for the service desk and mobile device management;
- Manage and develop desktop and digital workplace architecture on multiple devices;
- Develop end-point protection, cloud-based desktop virtualization, end-user voice and other End-User Computing technologies alongside the security teams;
- Assist in managing the overall asset life-cycle process;
- Lead in the policy development and standards to ensure high quality and cost-efficient delivery of the services.
Specialized Knowledge & Required Skills
- Proven work experience as End user services manager
- Asset Management & Vendor Management
- Advanced knowledge of GSuite, including SharePoint, Exchange Online, Azure AD, and Microsoft
- Endpoint Manager
- Exceptional customer service skills with a problem-solving attitude
- Task-oriented and organized, experience managing a ticket queue and ability to prioritize
- Team management skills, team player, can collaborate in a productive fashion
- Able to troubleshoot a large variety of technical issues
- Experience in remote support
- Desktop Support : Windows 10, Windows 11 and Mac OS
- Ability to work under pressure
Preferred Skills
- Hands on experience with help desk management and remote support management.
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented
- Excellent written and verbal communications skills
- At least 8+ years of experience in End-User Computing technology, including service management;
- Experienced in doing architecture planning in multi-site environments across diverse user groups;
- Strong working knowledge in managing, developing and implementing IT Service Management processes, methodologies and tools;
- Familiar with MS Active Directory, Windows OS and MAC OS;
- Familiar with video / web conferencing tools, desktop virtualization, end-point protection, image management, software distribution and mobile device management;
- Excellent verbal, written and interpersonal skills;
- Strong problem solver and able to multi-task.
- Team management experience.
Skills Summary
Cloud Technology, Communication, Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management
What will make you a good fit for the role?
Remote Type :
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.
We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
