Manager, End User Support

Vanguard Technologies; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Vanguard Technologies, LTD. is seeking a Manager of End User Support to lead a team delivering front-line IT service in a Windows/MacOS environment and virtual desktop infrastructure. You will coach staff, shape performance, and drive end-user productivity while ensuring security and policy compliance.

Ideal candidates will have 3+ years in leadership and experience with ServiceNow and Genesys. The role is based in Hyderabad and focuses on developing talent, mentoring entry-level engineers, and

Qualifications

• Minimum 5 years of experience in end-user support or IT service management, with at least 3 years in a leadership or supervisory role.
• Bachelor's degree in Computer Science, Information Technology, or a related field; a Graduate degree is preferred.
• Windows and MacOS support experience.
• Virtual desktop environment experience.
• VPN, connectivity, and endpoint troubleshooting.
• ServiceNow experience (preferred).
• Genesys experience (preferred).

Responsibilities

• Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable HR policies.
• Manages a team that addresses end user technical issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
• Manages the team's resolution of technical troubleshooting issues to ensure end user productivity.
• Leads consultations with clients and key stakeholders on potential technical issues or problems that were identified by the team.
• Creates and maintains knowledge-based articles, procedures, and training for support areas and crew. Partners with IT to train staff.
• Maintains an accurate data inventory regarding advanced end-user issues within the tracking system and according to policies and standards.
• Manages and resolves issues elevated from team. Determines severity of unresolved issues and escalates issues accordingly.
• Learns and complies with Information Technology and Information Security policies and procedures.
• Participates in special projects and performs other duties as assigned.

Skills

Leadership

Coaching

Performance management

Team development

Stakeholder communication

Education

Bachelor's degree in Computer Science or Information Technology

Graduate degree preferred

Tools

Windows

MacOS

Virtual Desktop

VPN connectivity

ServiceNow

Genesys

Job description

Manages and develops a team responsible for providing end user technical support in a desktop computing environment.

Role Summary

We're looking for a people-first leader who knows how to turn potential into performance. The ideal Manager of End User Support brings at least three years of leadership experience, strong coaching and performance management skills, and a demonstrated ability to deliver results. This leader will play a critical role in developing entry-level technical talent, building high-performing teams, and creating an environment where people can learn, grow, and succeed while delivering an exceptional support experience. Ideally, we are looking for candidates with experience leading teams across Windows, MacOS, Virtual Desktop and Remote connectivity experience. Preferred candidates will have experience with ServiceNow and Genesys Contact Center Solutions

Responsibilities

• 1. Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• 2. Manages a team that addresses end user technical issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
• 3. Manages the teams resolution of technical troubleshooting issues to ensure end user productivity.
• 4. Leads consultations with clients and key stakeholders on potential technical issues or problems that were identified by the team.
• 5. Creates and maintains knowledge-based articles, procedures, and training for support areas and crew. Partners with IT to train staff when necessary.
• 6. Maintains an accurate data inventory regarding advanced end-user issues within the tracking system and according to policies and standards.
• 7. Manages and resolves issues elevated from team. Determines severity of unresolved issues and escalates issues accordingly.
• 8. Learns and complies with Information Technology and Information Security policies and procedures.
• 9. Participates in special projects and performs other duties as assigned.

Qualifications and Skills

• Minimum 5 years of experience in end-user support or IT service management, with at least 3 years in a leadership or supervisory role.
• Bachelor s degree in Computer Science, Information Technology, or a related field; a Graduate degree is preferred.
• Windows and MacOS support experience.
• Virtual desktop environment experience.
• VPN, connectivity, and endpoint troubleshooting.
• ServiceNow experience (preferred).
• Genesys experience (preferred).

Location

This role is based in Hyderabad, Telangana.