Desktop Operations Lead India Pune

About the Job: 
Responsible for the allocation, scheduling and coordination of desktop ESP and partner Engineers. Provide support and assistance to the Service Delivery Managers across a designated area covering various customer accounts to ensure customer sites/contracts always have the agreed resource in place.
 
What will you do?

• Co-ordinate the provision of onsite Desktop Engineer teams across a designated area.
• Undertake the scheduling management of the desktop remote teams utilizing systems, including Excel and/or the workforce management tool.
• Scheduling Desktop Engineers to ensure sufficient resources are always available, including all planned and emergency absences.
• Working with Local Service Providers (suppliers) along with key stakeholders to ensure performance backfill Engineer requirements as per contract agreements.
• Ensure that contract-specific tasks, including projects and those tasks out of scope, can be either fully staffed, partially staffed, or not fulfilled internally by the ESP Desktop Engineers.
• Manage alongside key stakeholders’ escalations and problems that impact on business-as-usual operations and customer expectations and contracts.
• Act as a point of contact for the onsite Desktop Engineers to advise on administrative/procedural/system-related queries and in addition help to facilitate the resolution of any matters that require input from other departments.
• Support Internal ESP systems to business standards.
• Support partner invoices in conjunction with the Service Delivery Managers and expense claims with Head of Desktop Services to ensure the accuracy of billed vs. actual costs incurred.
• Work closely with the assigned Service Delivery Managers and wider delivery team for key accounts in area including producing reporting to show coverage of specific sites.
• Review account-specific statistics to identify and drive service improvements and quality.
• Provide regular reports in conjunction with regional and customer services.
• Attend Service Reviews for both Customer and Internal business stakeholders.
• Applies independent judgment to solve systematic problems.
• Ensure team members are well-informed about desktop policies, procedures, and resource availability.

What will you bring to ESP? 

• Excellent verbal and written communication skills (English)
• Proven record in customer service and administrative experience for role holder to perform fully and effectively in the role.
• High level of proficiency using IT systems preferably workforce management systems
• Ability to manage time-sensitive matters and resolve issues through to completion.
• ITIL Foundation (preferred)
• Able to build close and productive working relationships, including the ability to influence others.
• Desire to increase knowledge on the commercial aspects of Service Management
• Process driven with the ability to be innovative.
• Self-motivated with a willingness to learn and adapt to any new change or situation.
• Analytical and methodical in the approach to problem-solving
• Able to quickly digest data, analyze issues, devise, and execute action plans as appropriate.  

If you are…. 
  
Motivated to develop your career in IT Airport group, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.

What we will offer: 
Personal & Professional Development 
  
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.  We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division. 
  
Diversity, Inclusion & Belonging 
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.  
  
Salary: We offer a competitive range based upon suitability or experience.
  
Benefits: 

• Pension 
• Medical Insurance 

Who are we:  
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers. 
  
Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. 
  
We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. 
  
Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.  
  
ESP Global Services is an equal opportunity employer.