Job Title:  Enabling Areas - IT - Assistant Manager - End user operations

The team

The Enabling Areas – Information Technology team delivers reliable site-level IT operations and end-user support, with a focus on service quality, security compliance, operational reporting, and a consistent user experience.

Your work profile

Manage site-level technology support and ensure consistent delivery of IT operations services.

Coordinate incident, service request, asset, and escalation management activities.

Work closely with central IT operations and provide regular site-level updates and reporting.

Provide responsive and discreet priority support for VIP users.

Coordinate with internal teams and operational partners to maintain service continuity.

Ensure adherence to the firm’s IT, information security, and compliance standards.

Drive quality service, operational discipline, and continuous improvement across site IT operations.

Key Skills Required

BTech or BE Computer science or MCA with 5–6 years of relevant experience in IT operations, end-user support, or workplace technology services.

Working knowledge of IT service management tools, preferably ServiceNow.

Proficiency in Windows operating systems, desktop support, and IT troubleshooting.

Experience in incident management, service request management, and escalation management.

Strong understanding of IT asset management and end-to-end asset lifecycle processes, including secure data wiping and disposal.

Experience with end-user backup solutions and compliance reporting.

Knowledge of Microsoft workstation imaging frameworks and imaging infrastructure.

Basic network and server troubleshooting skills, with exposure to Cisco and Azure platforms.

Proven team management, vendor coordination, and project management skills.

Ability to support VIP users with discretion, responsiveness, and clear communication.

Experience in operational reporting, service reviews, and continuous service improvement.

Awareness of ITIL practices and service management principles.

Manage site-level IT support operations, including priority support for VIP users, and provide regular updates to central IT operations.

Own and coordinate site-level escalations across IT operations, ensuring timely communication, follow-through, and resolution.

Ensure site compliance with the firm’s IT and information security standards, controls, and operational requirements.

Conduct onsite IT operations health checks and provide daily, weekly, and monthly status reports to the Reporting Manager.

Create, review, and maintain site-level operational documentation, including standard operating procedures, knowledge articles, and process documents.

Prepare management information system reports for site activities, projects, service performance, and vendor performance.

Coordinate with IT operations vendors at the site level and track service delivery, dependencies, and corrective actions.

Oversee incident and service request management using the organization’s IT service management platform, such as ServiceNow.

Manage the end-to-end lifecycle of IT assets, including allocation, inventory accuracy, recovery, secure data wiping, and disposal.

Support end-user backup services and monitor operational compliance and exceptions.

Provide oversight for Windows operating system support, desktop troubleshooting, workstation imaging, and related Microsoft imaging infrastructure.

Coordinate basic troubleshooting and escalation for network and server issues involving Cisco and Azure platforms.

Lead and support the onsite team, allocate priorities, monitor delivery, and promote service improvement.

Apply project management practices to site initiatives, technology rollouts, migrations, and operational improvements.