Operation Manager (f/m/d)
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 224,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, R&D, Cloud, AI, IT infrastructure, BPO, industry-specific solutions including financial services, healthcare, manufacturing, retail, telecommunications, and public sector.
Responsibilities:
* Oversee IT support operations, ensuring efficient resolution of incidents and service requests within defined SLAs.
* Manage a team of on-site and dispatch engineers delivering technical support to end users.
* Supervise local IT operations, including productivity, queue management, escalations, aged tickets, shift coverage, and incident/request validation.
* Ensure compliance with ITIL-based processes, including incident, request, and knowledge management.
* Lead, mentor, and provide coaching to the IT Support Team to improve efficiency and customer service.
* Manage vendor relationships, including service contracts and performance tracking.
* Monitor and enforce global legal embargo rules and report compliance status to the Client Trade Control Officer
Qualifications
* Bachelor's degree in IT, Computer Science, Business Management, or a related field (preferred).
* 8+ years of experience in End User Computing (EUC) and IT Support, with at least 3 years in a management role leading a regional team.
* Hands-on experience with Microsoft Windows, Office 365, Active Directory, ticketing tools, and troubleshooting utilities.
* Knowledge of ITIL processes, CMDB & AMDB modules, and asset management tools.
* Strong expertise in end-user computing infrastructure, including desktops, laptops, printers, smartphones, and operating systems (Windows 10/11).
* Strong analytical and data analysis skills, with proficiency in Microsoft Excel and reporting tools.
* At least B2 English and C1 German language level (additional languages are a plus).
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We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.