Level 3 Technical Support Manager

Must have skills : Autonomous task delivery, End User computing, SLA/KPI reporting

Good to have skills: Vendor coordination/management

Job Description :

• Responsible for end-to-end delivery of End User Services across multiple service towers, including Field Services, Deskside, M365, Endpoint Management, VDI, Mobility, Print, Asset Management and Technology Refresh.
• Key Responsibilities: Own day-to-day service delivery, SLA/KPI performance and client satisfaction.
• Manage onsite, remote and field support teams and ensure appropriate coverage.
• Act as the primary client-facing contact for operational matters, escalations and governance.
• Lead transition, knowledge transfer, stabilization and service readiness activities.
• Manage projects, technology refreshes and service improvement initiatives.
• Drive incident, problem, risk and escalation management.
• Coordinate with client teams, vendors and other service providers.
• Identify opportunities for automation, productivity improvement and enhanced user experience.
• Conduct regular service reviews and provide performance, risk and improvement reporting.

Key Skills:

ITSM/ITIL, ServiceNow, Service Delivery, Client Management, Project Management, Field Services, Vendor Management, SLA/KPI Management, Transition & Transformation, Incident/Problem Management and Continuous Improvement.

Client & Stakeholder Management:

• Act as the primary point of contact for client stakeholders for service delivery matters.
• Build strong working relationships with business, IT, infrastructure, security, procurement and other client teams.
• Conduct regular service reviews and present performance, trends, risks and improvement opportunities. Understand client priorities and translate them into actionable service-delivery plans. Manage stakeholder expectations and communicate issues proactively.

Multi-Tower Service Management:

• Manage and coordinate delivery across the following areas:
• Deskside and Conference Room Support Field Services Microsoft 365 and Collaboration Endpoint Management & Engineering Azure Virtual Desktop / Citrix Mobile Device Management Print Services Hardware Asset Management Software Asset Management Technology Refresh The scope specifically requires Level 2/3 support, lifecycle management, proactive maintenance, incident/request fulfillment and problem management across these service areas.
• Field Services Management Manage distributed field-service operations across client locations.
• Coordinate field engineers, site coverage, scheduling and workload allocation.
• Monitor field-service performance, response times and first-time-fix rates.
• Manage travel, site access, logistics and vendor coordination.
• Ensure appropriate coverage for critical and operational locations.
• Review field-service demand and optimize engineer deployment based on geographic and business requirements.
• Ensure field activities are properly documented in ServiceNow and other approved systems.
• The scope requires onsite, remote and field support at client-designated locations, including headquarters, operational facilities and remote sites.
• Transition & Knowledge Transfer Lead transition of services from the incumbent/service provider to the new operating team.
• Establish a structured transition framework across all in-scope service towers.
• Develop transition plans, KT schedules, readiness criteria and exit criteria.
• Track knowledge-transfer completion, documentation, access, tools and dependencies.
• Identify transition risks and drive mitigation actions.
• Ensure operational readiness before moving services into steady state.
• Establish hypercare and stabilization plans following transition.
• Project & Technology Refresh Management Manage End User Services projects and technology refresh initiatives.
• Coordinate planning, scheduling, dependencies, resources and deployment activities.
• Track project milestones, risks, issues, actions and financials.
• Ensure minimal business disruption during deployments.
• Coordinate hardware/software refreshes, endpoint upgrades, conference-room technology and other workplace technology initiatives.
• The scope includes recurring refreshes covering computers, mobile devices, kiosks, printers, scanners, conference-room technologies, peripherals, operating systems and software platforms. Incident, Problem & Major Incident Management Provide management oversight for major and high-priority incidents.
• Ensure timely escalation and stakeholder communication.
• Lead problem-management reviews for recurring issues.
• Establish root-cause analysis and permanent-fix tracking.
• Analyze top incident drivers and identify opportunities for automation and service improvement.
• Vendor & Third-Party Management Coordinate with OEMs, technology vendors and third-party service providers.
• Manage escalations and vendor performance. Track warranty, maintenance and support agreements.
• Ensure vendors meet agreed service commitments. Coordinate cross-provider resolution for issues involving multiple technology towers.
• The client scope explicitly requires coordination with client teams, other service providers, manufacturers and third parties to restore service and complete approved work. Service Improvement & Automation Establish a continuous service improvement roadmap.
• Identify opportunities for automation, self-healing and AI-enabled support.
• Reduce repetitive incidents and manual operational effort.
• Improve endpoint health, user experience and service reliability.
• Track benefits delivered through automation and process improvements.
• Governance & Reporting Own the delivery governance framework, including:
• Daily operational reviews Weekly service reviews Monthly service reviews SLA/KPI reporting Incident and problem trends Field-service performance Asset and inventory metrics Project status Risk and issue management Continuous improvement Capacity and resource planning Customer satisfaction / user experience The service scope requires maintenance of service metrics, documentation, inventories, procedures and audit evidence