End User Support Manager- Diversity

Exp - 10-13 yrs Level - Manager Skill - End User Support Manager Location - Hyderabad Work model - Hybrid ( 2days WFO) Only Female candidates Qualifications: Technical competency: Strong hands-on capability in End User Support (desktop/laptop support, Windows OS, troubleshooting, ticketing tools, end-user support experience, Team Management) Requirements: • Bachelors degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience). Preferred: Masters degree (MBA, or equivalent) or demonstrated experience leading enterprise-scale service delivery and digital transformation initiatives. • Certifications (preferred; one or more strongly desired): ITIL 4 Foundation (or higher); ITSM or Service Desk leadership certification; Experience Management / XLA (e.g., CCXP, XLA® Foundation/Practitioner); Project/Program Management (PMP®, PRINCE2®); Governance/Risk (COBIT®, ISO 20000/ISO 27001 awareness); Cloud fundamentals (AWS/Azure/GCP) and modern endpoint management exposure. • Possess over 10 years of overall work experience, with more than 4 years dedicated to leading teams and projects in a corporate IT setting that is similar to the size and scope of organization. • Hands on experience in providing Technology support, Application support, and basic understanding of Technology infrastructure. • Effective communication skills to connect with stakeholders and translate Business requirements to Technology solutions. • Ability to establish and analyze key performance indicators (KPI’s) to identify and improve service delivery. • People Management: Recruiting, development and training resources to build a strong team in order to provide support as per company standards. • Automation mindset with the ability to identify and deliver opportunities that reduce manual effort and improve experience (self-service, knowledge management, workflow automation, virtual agents/GenAI where appropriate). • Strong understanding of continual service improvement and ability to drive changes end-to-end using data, service analytics, and experience signals (VOC/NPS) to improve outcomes. • Demonstrated ability to lead through change. • In depth knowledge on ITIL framework. • Master of conflict resolution. • Passion for team success. • Self-driven and motivated • Ability to manage stress effectively in high-pressure situations. • Strong sense of discretion and confidentiality required. • Exceptional time management skills. • Ability to influence and persuade. • Ability to appropriately assess and manage risk. • Proven ability to drive operational excellence. • Background managing teams in matrix and traditional line management structures with a strong attention to resource management is preferred. Good to have knowledge of project delivery and change management, service analytics and experience measurement, information/data security, and digital workplace technologies (endpoint management, identity, collaboration tools, and cloud concepts). Exposure to automation and GenAI-enabled support (e.g., virtual agents, knowledge management, analytics) is a plus. If interested, share your profile on sheetal.s@anlage.co.in Thanks & Regards Sheetal Shewale