Desktop Support Manager
About Us
Ascent HR is a full-cycle HR services and advisory solutioning firm with a consultative approach in our DNA. At AscentHR, we come to work every day to enable organizations nurture their human capital through seamless workflows and processes. AscentHR is one of the leading HRO services providers with state-of-the-art HCM solutions and managed payroll along with compliance and advisory services. AscentHR’s vision is to deliver exceptional user experience to our clients driven by the hunger to constantly innovate products and services that are built on cutting-edge technology. Our goal is to deliver products and services that help our customers craft an effective HR strategy that creates an unsurpassed employee experience, while seamlessly managing the complexities of multi-location, multi-country payroll and labour policies that comply with all extant regulations.
At AscentHR, we partner with various organisational teams from HR Operations to Finance to anyone who has a stake in creating a hassle-free and law-abiding entity. With our consultative approach, we handhold clients through their organisational objectives, and even help them discover the immediate needs of the HR function to carefully tailor our solutions that truly transform people practices.
With 800+ employees across India and Philippines, Ascent HR is headquartered at Bangalore with 5 offices at Gurgaon, Mumbai, Rajahmundry, Coimbatore and Chennai. You will be part of a people-centric, delivery- led company culture as you join our team. You will work amidst an intellectually curious, progressive team and hone your cross-functional expertise.
Role Expectations
Asset Management & Dashboards
o Maintain and provide asset management reports on all deployed systems and software
o Help defining and maintaining hardware and software standards
o Manage coordination of equipment repairs for hardware, ensure patches are deployed,
comply with licensing agreements for devices including network
o Create monthly dashboards based on defined SLAs and create action plans for driving
better service solutions
Hardware, Software Performance & Help Desk
o Ensure Level 1 and Level 2 support is within SLAs agreed
o Ensure Support Team takes ownership of internal customer’s problems, strive for first
call resolution, and lead / drive proactively when dealing with issues
o Work with existing reporting and analytics tools to monitor Help Desk performance,
identify and address areas of potential performance issues and monitor key performance indicators
o Ensure the Help Desks maintains a high level of responsiveness, communication,
professionalism, and overall staff knowledge
o Provide 24/7, 365 response, Tuning and performance, Proactive issues to maintain
infrastructure, Troubleshooting/repair, Address issues that come up with user requests,
installs, configurations
SLA Management
o Execute defined standards for process and policy documentation, change control,
software testing and qualification to meet the expectations of the business
o Collaboration with other teams to ensure Service Levels (SLA’s) are in place and Key
Performance measures KPI’s are defined and agreed for Help Desk and Desktop Services
o Act as a point of escalation for unresolved or escalated needs
Team Strength, Capability & Team Management
o Establish and manage staffing levels using internal and external resources ensuring
adequate daily and on-call support 365 days a year
o Lead, mentor, and supervise a team of desktop support technicians.
o Set team goals and objectives, monitor performance, and provide regular feedback.
o Conduct training sessions to enhance the team’s technical skills.
Security, Risk Management & Compliance
o Implement and enforce security policies and measures for desktop systems.
o Ensure compliance with industry regulations and standards related to desktop
computing.
o Monitor for security vulnerabilities and proactively address them.
o Ensure desktop systems’ availability, performance, and reliability, including computers,
monitors, peripherals, and accessories.
o Oversee hardware procurement, maintenance, and replacement as necessary.
Desktop / Laptop and Server up-time support
o Manage software installations, updates, and licensing compliance.
o Provide escalated support for complex desktop-related issues.
o Develop and maintain best practices for efficient issue resolution.
o Foster a customer-centric approach within the team to ensure excellent end-user
satisfaction.
Documentation and Reporting:
o Maintain accurate records of hardware and software inventory.
o Generate regular reports on desktop performance, issues, and improvements.
o Document standard operating procedures and guidelines for the team.
Vendor Management:
o Work with hardware and software vendors to procure and maintain desktop-related
products and services.
o Negotiate contracts and pricing agreements to optimize cost-effectiveness.
Qualifications
o Bachelor’s degree in Information Technology or related field (or equivalent experience).
o Proven experience in managing desktop support or IT support function, with at least 3
years of Team management experience.
o Strong technical knowledge of desktop hardware, operating systems, and software.
o Familiarity with ITIL or other IT service management frameworks is a plus.
o Excellent communication, leadership, and problem-solving skills.
o Knowledge of Cyber security best practices and compliance standards.
o Advanced Knowledge of Windows, Linux, MAC Desktop OS and office applications
o Advanced Knowledge of networking, Mail Client & Antivirus
o Knowledge of QMS/ISMS process
o Knowledge of applications such as Kaspersky, CrashPlan, Casper, LANDesk, SCCM,
Bitlocker, FileVault, VMWare, Adobe & Autodesk products, SVN and Microsoft Office
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