Manager_End User Services

Work Your Magic with us!  

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

Job Title: End User Services Manager

Your Role

The company is seeking an experienced End User Services Manager to lead a team of IT professionals. this role requires a strong technical background, leadership and team management skills, and experience with ITIL best practices and industry standards. The successful candidate will be able to lead and manage a team, drive process improvements, and deliver high-quality support and services to end-users.

Who you are

Basic/ Minimum Qualifications

• Minimum 10 years of experience in end-user support and services management
• BE/B.Tech/ in Computer Science, Information Technology, or related field
• 3+ years’ experience in L2 Desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem solving, outstanding customer support& collaboration.
• Highly proficient in Windows hardware and software support, in Depth knowledge & hands on troubleshooting experience on O365 Suits Application like Outlook, Teams etc., Good knowledge of mobile devices (iPhones, iPads), including working with MDM solutions such as AirWatch, Intune, etc.
• Experience with IT service management tools, such as ServiceNow
• Good troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV/VC system support, desktop network troubleshooting.
• Positive person with can do attitude, MS Excel Proficient and Proven leadership and team management skills
• Experience with ITIL best practices and industry standards.
• Experience in Life Sciences/Healthcare industry preferred 

Preferred Qualifications

• Lead and manage a team of End User Services Engineers and specialists.
• Ensure to deliver high-quality support and services to end-users around all EUS Operational Topics. Manage incident and service request management processes with Defined KPI’s.
• Ensure compliance with ITIL best practices and industry standards. Collaborate with other IT teams to ensure seamless service delivery. Analyze and report on end-user services metrics and performance.
• Develop and implement end-user support strategies and processes improvements. Develop and manage budgets and resource plan
• Communicate ongoing strategy and execution with various Business Management/Functions/Depts.
• Handle needed inquiries, escalations and establish partnerships with key Stakeholders Like All Business Sectors, IT-I Teams , Global Vendors etc.
• Efficient Service Delivery (50%): Ensure high-quality support and services are delivered to end-users.
• Team Management (25%): Lead and manage a team of End User Services Engineers and specialists.
• Process Improvement (10%): Develop and implement end-user support strategies and process improvements.
• Reporting and Analytics (10%): Analyze and report on end-user services metrics and performance.
• Budgeting and Resource Planning (5%): Manage budgets and resource

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!