Mgr IT Support

UKG; Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

UKG is seeking a Manager for IT Support in Pune, India. This role involves leading global IT support operations, ensuring high-quality end-user support, and managing various technical services including AV conference rooms and remote support.

The ideal candidate will have 8+ years of IT support experience, a Bachelor's degree, and expertise in tools like ServiceNow and Power BI. Join UKG for a role that promotes operational improvement and employee support excellence.

Qualifications

• 8+ years of IT support or operations experience with leadership responsibility.
• Experience managing onsite, remote support, and service desk operations.
• Hands-on experience supporting Windows and Mac endpoints.

Responsibilities

• Manage IT support operations across global service functions.
• Ensure SLA, KPI, and reporting targets are met.
• Lead and mentor a team of support analysts and technicians.

Skills

Leadership and team development

Customer service excellence

Incident and escalation management

Strong communication skills

Power BI analytics and reporting

Education

Bachelor's degree in Information Technology or related field

Tools

Microsoft Intune

ServiceNow

Tanium

Jamf

Power BI

Job description

Manager, IT Support

Role Summary
The Manager, IT Support is responsible for handling global IT support operations across onsite support, deskside services, remote support, AV conference room support, tech bar services, and service desk channels. This role ensures high-quality end-user support, strong incident and request management, effective escalation handling, and continuous improvement across people, process, and technology. The position requires a strong blend of operational leadership, technical depth, service management expertise, and analytics-driven reporting.

Key Responsibilities

• Lead and manage IT support operations across global service functions, including onsite operations, deskside support, remote support, chat, phone, and tech bar.
• Oversee support for AV conference rooms, meeting spaces, collaboration technologies, and related onsite technical services.
• Manage incident, request, problem, and escalation workflows to ensure timely resolution and service continuity.
• Ensure SLA, KPI, and reporting matrix targets are met across all support channels and operational queues.
• Build and maintain dashboards, operational reports, and performance metrics using Power BI and other reporting tools.
• Analyze trends, recurring issues, service gaps, and performance data to drive service improvements.
• Lead and mentor a team of support analysts and technicians, promoting accountability, customer service excellence, and technical growth.
• Serve as a ServiceNow subject matter expert for incident, request, workflow, and reporting processes.
• Drive process improvements in ticket handling, documentation, knowledge management, and service standardization.
• Partner with global IT operations, infrastructure, security, and application teams to support service delivery and issue resolution.
• Support endpoint and device management operations across Windows and Mac environments.
• Oversee administration and support for Intune, Tanium, and Jamf-based device management practices.
• Support identity and access-related operational activities, including ITAM/IAM-adjacent processes as applicable to the support function.
• Ensure strong customer communication, clear expectation setting, and professional service delivery.
• Maintain operational readiness through standard procedures, knowledge articles, SOPs, and support runbooks.
• Identify repeat issues and lead root‑cause analysis and problem‑resolution initiatives.
• Support global operations by aligning local execution with enterprise standards, tools, and service goals.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 8+ years of IT support or IT operations experience, including leadership responsibility.
• Strong experience managing onsite support, deskside, remote support, and service desk operations.
• Hands‑on experience supporting Windows and Mac endpoints.
• Working knowledge of Microsoft Intune, Tanium, Jamf, ServiceNow, Power BI, AV conference room technologies, and endpoint management practices.
• Strong understanding of incident management, request fulfillment, SLA management, and escalation handling.
• Experience creating dashboards, KPI reporting, and operational scorecards.
• Excellent communication, customer service, and stakeholder management skills.
• Experience supporting distributed or global operations.

Preferred Qualifications

• Experience leading global support teams in a matrixed environment.
• Strong ServiceNow administration and reporting expertise.
• Experience with ITAM, endpoint compliance, and device lifecycle management.
• Experience designing operational dashboards and executive reporting packs.
• ITIL certification or equivalent service management knowledge.
• Experience with knowledge management, process improvement, and standardization initiatives.
• Familiarity with collaboration platforms and AV support in enterprise office environments.

Core Competencies

• Leadership and team development
• Customer service excellence
• Incident and escalation management
• Global operations mindset
• ServiceNow expertise
• Power BI analytics and reporting
• KPI, SLA, and metrics management
• Endpoint management across Windows and Mac
• Intune, Tanium, and Jamf administration support
• AV and onsite support operations
• Process improvement and operational discipline
• Strong communication and stakeholder engagement

Success Measures

• SLA and KPI attainment across support operation
• Improved user satisfaction and service quality
• Reduced incident backlog and repeat issues
• Accurate and timely dashboards and reporting
• Strong team performance and capability growth
• Improved endpoint and onsite support effectiveness
• Better alignment across global IT operations

Equal Opportunity Employer

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [e-mail].