Deputy Manager, IT User Support

The role is responsible for overseeing and leading day-to-day IT user support operations across hardware and software systems. The role focuses on ensuring timely and effective resolution of user issues, maintaining SLA adherence, and driving service quality through strong team leadership. 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 people management, capability building, process discipline, documentation accuracy, and information security compliance, delivering a reliable and user-centric IT support environment.

Essential Functions:

• Lead daily IT user support operations and service delivery

• Build and lead a high-performing support team through coaching, mentoring, performance management, and fostering a strong service-oriented culture

• Review and guide resolution of complex hardware/software issues

• Ensure SLA adherence and timely incident closure

• Manage escalations and vendor/internal coordination

• Conduct root-cause analysis and preventive actions

• Monitor incident documentation and reporting quality

• Coach and develop IT user support team members

• Allocate workloads and review team performance

• Ensure compliance with IT policies and security standards

Additional Responsibilities: Education:

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

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

Experience:

• 10 years or more in 10 - 12 Years

Specialized Knowledge: Licenses: