.Team Purpose The teams involved provide third-line Workspace management activities (including incidents, requests, and changes) for multiple international customers, focused on the areas of: Windows endpoint and mobile device management: update and software deployment, configuration management, and operating system deployment.
MS Intune product family management: operation, maintenance, and upgrading of Microsoft Configuration Manager (MCM), management of Intune.
Virtual workplace management: operation of Azure Virtual Desktop.
Microsoft 365 management: across all components such as Entra, Exchange Online, Defender, and Teams.
Role Purpose In this role, you will be responsible for leading & managing the India Digital Workspace team of 8-10 people within the Technical Management Tower.
You will report to the local Operations Head in India and work closely with the relevant global Functional Leads in a Matrix organization.
Your familiarity with many of the technologies we support allows you to understand and engage in high-level technical conversations with your team and other stakeholders.
It also enables you to participate in recruitment activities and enhances your insight into people's development.
Supported by the functional leads, you will monitor and drive day-to-day operations, to ensure a smooth customer experience and achieve the prescribed operational (KPIs, SLAs, CSAT, ESAT) and financial objectives.
Relevant Experience : 10+ years Primary Responsibilities Foster your team: Set out and follow up on objectives with the team members on service delivery as well as their development, as part of the performance management process.
Develop an overall learning plan aligned with the needs of the customer and the business in cooperation with the functional leads.
Ensure regular catchups and meetings to keep a finger on the pulse and support and promote a collaborative and cohesive team spirit that helps in retaining our talent while also achieving all objectives.
Have an eye for and reward hard work and smart work.
Ensure proper timesheet management and monitor for efficient usage of time.
Participate in recruitment.
Ensure a smooth delivery of operational activities: Manage holiday planning and capacity, ensuring there are no gaps in service, including arranging out-of-hours cover where required.
Develop a framework to ensure all operational activities of the team are conducted as needed.
Discover and work towards removing blockers that are preventing the team from performing optimally.
Promote knowledge sharing and documentation.
Participate in service introductions, ensuring all aspects are taken into consideration.
Review customer satisfaction feedback and address any concerns.
Monitor and improve operational effectiveness: Review SLA reports and, where needed, develop improvement plans which you then implement with the relevant people.
Develop new operational processes or improvements to existing ones, to enhance the service