L4 - Tech & Digital (End User Support) - MH - Akurdi - BACL

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Date: 6 Jun 2025

Location: Akurdi (BACL), India

Company: bajajauto




JOB SUMMARY

The End User Support Manager will oversee the end-user support team, ensuring efficient and effective resolution of technical issues. This role involves managing support operations, developing support strategies, and maintaining high levels of customer satisfaction.

 

QUALIFICATIONS

  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • Proven experience in a support management role.
  • Strong leadership and team management skills.
  • Excellent problem-solving and analytical abilities.
  • Outstanding communication and interpersonal skills.
  • Familiarity with support software and tools.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

 

TECHNICAL SKILLS

  • Experience with print servers.
  • Proficiency in Office 365.
  • Knowledge of ManageEngine Central Ops.
  • Familiarity with ITSM tools.
  • Experience with Active Directory.
  • Understanding of VPN technologies.
  • Experience in IT asset management.
  • Ability to create and manage ticket dashboards.
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ROLE & RESPONSIBILITY

 

  • Lead and manage the end-user support team, providing guidance and support.
  • Develop and implement support strategies to improve service delivery.
  • Monitor and analyse support metrics to identify areas for improvement.
  • Ensure timely and effective resolution of technical issues.
  • Collaborate with other departments to address and resolve user issues.
  • Maintain up-to-date knowledge of industry trends and best practices.
  • Train and mentor support staff to enhance their skills and performance.
  • Handle escalated support issues and provide solutions.
  • Develop and maintain documentation for support processes and procedures.
  • Manage IT asset inventory to ensure accurate tracking and reporting.
  • Create and maintain ticket dashboards for higher management to provide insights into support operations.
  • Ensure adherence to Service Level Agreements (SLAs) to maintain high standards of service delivery.
  • Manage support operations for 3000 end users across India, ensuring consistent and high-quality service.