IT Helpdesk Manager

RVS iGlobal is currently looking for experienced IT Helpdesk Team Managers to support the growing team of IT Engineers working from our Network Operations Centre in Jammu. Based out of Jammu and reporting into the Chief Operations Officer, this role will be responsible for working on technical issues based around servers, desktops, firewalls, networks, cloud services etc in various corporate LAN environments based in the USA, UK and Europe.

The Individual

A team-player with excellent interpersonal skills and an ability to work with individuals across many disciplines and different levels of management. You will possess exceptional planning, organizationaland time management skills, along with the ability to manage competing resources and priorities. You will proactively lead on developing BAU processes and practices and iteratively strive to continuously improve how we provide IT services to clients.

Who are we:

RVS iGlobal is a White Label Tech support company delivering outsourced 24x7x365 NOC, IT services, Cloud solutions and IT staffing services to small and mid-sized IT businesses around the world. Our customers are generally Tech Providers, Managed Service Providers, IT Service Providers, Cloud Service Providers and SAAS vendors around the globe.

We are abreast of existing business model and capable of providing pure White Label Services with flexible pricing. We guarantee at least 50% cost savings without compromising in service standards and quality. Our customers are spread across USA from LA to New York, Europe from London to Frankfurt and Asia from Dubai to Singapore. We are accolade of providing world class services to our clients from our Technical Operations center located in London and in India with top-notch infrastructure facilities such as high-speed internet, redundant power, and smart workspaces. Our team comprises of highly trained certified professionals who are not only IT Engineers but also hold either MCITP, RHCE or CCNA along with years of professional experience in the industry.

Our flexibility and our understanding of your business is the key. We dont have our SLAs. Our White Label Service means that we follow your business SLAs, standards and procedures to provide seamless and smooth services to the end users.

Responsibilities:
The IT Service Manager is responsible for:

• Managing client relationships with regards to client service offerings.
• Ensuring that client service offerings are managed effectively through a rigorous change management process.
• Ensuring that new service offerings are effectively documented, and seamlessly rolled-out to clients.
• Working closely with clients to facilitate in resolving any issues that arise.
• Developing a set of standards and procedures for service management based on customer standards and requirements.
• Working closely with offshore team in the USA & UK and onshore team for smooth delivery of services with adequate high-availability provision.
• Working closely with your onshore team members mentoring them and training them to achieve the set standards and targets along with their personal growth.
• Quality check the service offerings and improve any shortfalls
• Daily reporting to senior management based both in Jammu and London
  

Desired Candidate Profile:

• Experience: (1-3 yrs. for L1 call handling in IT support)
• Should be ready to work in 24/7 work environment.
• Active listening and should have remote desktop skills.
• Good probing skills & Analytical skills would be an added advantage.
• Above average knowledge on network tools LAN & WAN.
• Excellent managerial and people skills

Role: IT Team Manager -(Technical)

Industry Type: IT Services & Consulting

Functional Area: ITES,BPO,KPO,LPO,Customer Service,Operations

Employment Type: Full Time, Permanent

Role Category: Voice

Job Location: Jammu with WFH flexibility

Education: UG: Any Graduate, B.Tech/B.E. in IT, CS, E&C

PG : Post Graduation Not Required

Requirements

• Experience Min 2 Years
• Comm Skills Good Written Verbal
• Exposure in Servers/ windows
• Exposure in Microsoft and other common Operation Systems
• Profile – managing teams providing IT tech support to end users in the USA, UK and Europe over phone, email or chat systems
• Qualification B.Tech or B.E /Diploma ( 3 Years) , can consider simple graduates as well
• Windows 2008/2012 server administration/Linux Administration
• Implement AD group policies (Password policies, Disable LLMNR, Enable SMB signing, etc.)
• Implement list privilege access control
• Install and configure Certificate Servers. Deploy certificates on services, servers and workstations
• Upgrade patches, firmware on all server and network devices
• Upgrade software to latest version
• Work with different team to implement security
• Install and configure SolarWinds products
• Experience on HP & Dell Servers
• Extensive Network knowledge
• Familiarity with Windows Server 2016
• Experience with cloud technologies like Office365, GoogleSuite, Azure platform

Benefits

• Annual Bonus
• Provident Fund
• Employees State Insurance Corporation
• Medical Insurance
• Night Allowances
• Pick and Drop facilities (Only for Female Staff)
• Day outs for Staff
• Team Lunches
• Maternity/ Paternity leaves
• Retirement Benefits
• Paid Time Off
• Flexible work schedules and workplace perks like on site snacks
• Flexible working

Experience Min 2 Years Comm Skills Good Written Verbal Exposure in Servers/ windows Exposure in Microsoft and other common Operation Systems Profile – managing teams providing IT tech support to end users in the USA, UK and Europe over phone, email or chat systems Qualification B.Tech or B.E /Diploma ( 3 Years) , can consider simple graduates as well Windows 2008/2012 server administration/Linux Administration Implement AD group policies (Password policies, Disable LLMNR, Enable SMB signing, etc.) Implement list privilege access control Install and configure Certificate Servers. Deploy certificates on services, servers and workstations Upgrade patches, firmware on all server and network devices Upgrade software to latest version Work with different team to implement security Install and configure SolarWinds products Experience on HP & Dell Servers Extensive Network knowledge Familiarity with Windows Server 2016 Experience with cloud technologies like Office365, GoogleSuite, Azure platform