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Service Manager

Company: HCL USA
Location: Cherry Hill
Posted on: November 20, 2022

Job Description:

Hello Professional Hope you are doing wellPlease find the below Job Description:: Job Description: If you are interested, Please share your resume with me - rkarthikeya@hcl.com-- 7+ years of technical experience including 4+ years' experience managing support staff-- Advanced experience in Desktop Support and System Administration, hardware and software troubleshooting skills.-- Working knowledge of: - Troubleshooting/supporting Windows platform 10 (32bit & 64bit), O365, OneDrive,Exchange 2016, and SharePoint Online. - Troubleshooting/supporting mobile devices, IOS, Mobile Device Management (MDM) Console, and Intune. - Active Directory concepts and policy controls. - Printer mapping - LAN/WAN network configuration and troubleshooting - VPN client connectivity. - Level 1/Level 2 AV/VC, Room Booking and Digital Signage support-- Working knowledge of Site Services support for: - Racking, stacking, cabling and decommissioning of network hardware devices. - Network device maintenance and support (console/remote)-- Extensive knowledge of ISO/ITIL processes and documentation standards-- Ability to effectively guide and manage support staff across multiple locations-- Effectively monitor, manage and report SLAs, KPIS, productivity, and other performance metrics-- Effective written and oral communications capabilities across diverse groups and communitiesThe Area Service Manager is a management role responsible for the quality of IT Operation Services and fulfilling contractual Service Level Agreements. They will act as the bridge between HCL's Delivery Capabilities and the SAP IT Governance team. This role is a key part of the Account Management Team as well as a trusted advisor to SAP on recommendations for service improvement opportunities. Area Service Delivery Managers report directly to the Regional Service Delivery Managers. This role is dedicated to SAP, and located at an SAP location. - Relevant years of experience in IT On-Site management:o Greater than 4 years Experienced in Onsite IT support managemento Experience has been achieved in the local country for the location, exceptions based on mutual agreement - Minimum of 2 years of relevant management experience to be from HCL IT on-site IT - Excellent verbal and written communication skills in English and at least one local language - Very Strong interpersonal skills - Strong in leading both physical and virtual teams - Experience in dealing with third-party provided services - Operational ability in a diverse environment - Exceptional customer-facing skills - In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery - Strong de-escalation experience - ITIL (Information Technology Infrastructure Library) principles - Experience in training and mentoring junior team members - Ability to manage and prioritize tasks efficiently - Solid resource planning and problem-solving skills - Demonstrates a proactive attitude

Keywords: HCL USA, Cherry Hill , Service Manager, Executive , Cherry Hill, New Jersey

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