Desktop Operations Lead India

Brief Description Role Purpose Responsible for the allocation, scheduling and coordination of campus ESP and partner Engineers. Provide support and assistance to the Customer Success Managers across a designated area covering various customer accounts to ensure customer sites/contracts always have the agreed resource in place.

Responsibilities

• Co-ordinate the provision of onsite Desktop Engineer teams across a designated area.
• Undertake the scheduling management of the desktop remote teams utilising systems, including Excel and/or the workforce management tool.
• Scheduling Desktop Engineers to ensure sufficient resources are always available, including all planned and emergency absences.
• Working with Local Service Providers (suppliers) along with key stakeholders to ensure performance backfill Engineer requirements as per contract agreements.
• Ensure that contract-specific tasks, including projects and those tasks out of scope, can be either fully staffed, partially staffed, or not fulfilled internally by the ESP Desktop Engineers.
• Manage alongside key stakeholders’ escalations and problems that impact on business-as-usual operations and customer expectations and contracts.
• Act as a point of contact for the onsite Desktop Engineers to advise on administrative/procedural/system-related queries and in addition help to facilitate the resolution of any matters that require input from other departments.
• Support Internal ESP systems to business standards.
• Support partner invoices in conjunction with the Customer Success Managers and expense claims with Head of Campus Services to ensure the accuracy of billed vs. actual costs incurred.
• Work closely with the assigned Customer Success Managers and wider delivery team for key accounts in area including producing reporting to show coverage of specific sites.
• Review account-specific statistics to identify and drive service improvements and quality.
• Provide regular reports in conjunction with regional and customer services.
• Attend Service Reviews for both Customer and Internal business stakeholders.
• Applies independent judgment to solve systematic problems.
• Ensure team members are well-informed about campus policies, procedures, and resource availability.

Requirements

• Excellent verbal and written communication skills (English)
• At least 2/3 years; of customer service and administrative experience for role holder to perform fully and effectively in the role.
• High level of proficiency using IT systems preferably workforce management systems
• Ability to manage time-sensitive matters and resolve issues through to completion.
• ITIL Foundation (preferred)
• Able to build close and productive working relationships, including the ability to influence others.
• Desire to increase knowledge on the commercial aspects of Service Management
• Process driven with the ability to be innovative.
• Self-motivated with a willingness to learn and adapt to any new change or situation.
• Analytical and methodical in the approach to problem-solving
• Able to quickly digest data, analyse issues, devise, and execute action plans as appropriate.