Manager- IT Workplace (Immediate Joiners)
North Hires
- Location
- Bengaluru, Karnataka, India
- Job type
- Full-time
Required skills
- change management
- communication skills
- compliance
- service delivery
- service desk
About the role
North Hires
Website:
northhires.com
Job details:
Key Responsibilities
- Lead regional/global End User Services operations, including Service Desk, Desktop Support, endpoint services, collaboration tools, and workplace technology.
- Own service delivery performance against SLAs, KPIs, customer satisfaction, and experience metrics.
- Develop and execute operational strategies aligned with business priorities and global IT objectives.
- Lead and develop managers, team leads, and support teams through coaching, performance management, and talent development.
- Manage third-party vendors and managed service providers, including service quality, SLA adherence, contracts, and cost optimization.
- Drive continuous improvement, automation, self-service, and digital workplace initiatives to improve efficiency and employee experience.
- Establish and maintain IT service management processes in line with ITIL and enterprise standards.
- Ensure adherence to technology, security, compliance, and regulatory requirements.
- Lead major incidents and serve as the senior escalation point for high-impact end-user technology issues.
- Partner with global IT and business stakeholders to identify opportunities to improve workplace technology and employee productivity.
Required Qualifications & Experience
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
- 8–10+ years of experience in IT End User Services, EUC, IT Operations, Workplace Technology, or IT Service Delivery.
- Proven experience managing managers and large regional/global IT support teams.
- Strong understanding of ITIL, ITSM, incident/problem/change management, and service delivery practices.
- Experience managing MSPs, outsourced IT services, and technology vendors.
- Strong track record of improving operational performance, service quality, and customer experience.
- Excellent stakeholder management and communication skills across technical and business teams.
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