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EUC Manager

  • Location: Carmel, Hamilton, Indiana
  • Job Type:Contract

Posted 20 days ago

  • Expiry Date: 09 August 2021


·       Accountable for managing EUT Teams and escalation point for three service towers - ServiceDesk, Onsite support DSS and RDS.

·       Responsible to ensure compliance of ITSM processes enabling these towers such as Problem management, Service Improvements, Resource management etc.

·       Managing and exceed Customer expectations and deliver contractual obligations

·       Conducting periodic reviews with the customer and HCL management, and providing relevant reports

·       Directly managing Tower leads, and ensuring their professional development and their compliance with all requirements and policies (Client and internal);

·       Accountable in ensuring all the key enterprise wide initiatives compliance

·       Accountable and responsible for ensuring SLA performance targets are met

·       Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by management

·       Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects as strategic and tactical objectives.

Experience -

·       12+ years of overall IT-related experience required, with at least 5 years in managing Global Customers

·       5+ years of managerial experience

·       5+ years of working in IT operations with SLAs, ticketing tools and ITIL methodology

·       Expected to have an in-depth understanding of technology, best practices and real-life processes behind End User Computing (desktops and all related centralized solutions).

·       Prior understanding of remote infrastructure management and concepts around remote management of IT systems;

·       Demonstrated global cultural awareness is required;

·       Demonstrated matrix-management skills required;

·       Experience in managing a virtual team required; Flexibility with respect of time - client deliverables must 100% be met with a Can do attitude

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.