Assistant Manager, IT User Support

The role is responsible for overseeing day-to-day technical support operations for employees across hardware and software systems. The role focuses on ensuring effective troubleshooting, fault rectification, and timely resolution of user issues while maintaining service quality and SLA adherence. The role reviews complex incidents, ensures proper escalation and coordination with internal and external teams, and supports root-cause analysis to prevent recurrence. The role also emphasizes process adherence, documentation accuracy, and information security practices, while guiding and reviewing the work of the support team to deliver a reliable, user-centric IT support environment.

Essential Functions:

• Oversee daily IT user support operations and service delivery

• Support team coordination and daily operations, assisting in workload allocation, basic supervision, and ensuring smooth service delivery

• Review and resolve complex hardware and software incidents

• Ensure timely incident closure as per SLAs

• Manage escalations and coordinate with internal/external teams

• Drive troubleshooting quality and fault rectification standards

• Review incident documentation and root-cause summaries

• Ensure compliance with IT policies and security standards

• Guide and review the work of user support staff

• Support continuous improvement in support processes

Additional Responsibilities: Education:

• Bachelors Degree (BA/BS) B.Tech - Required

• Master Degree (MS/MA) M.Tech - Preferred

Experience:

• 8 years or more in 8 - 10 Years

Specialized Knowledge: Licenses: