Desktop Operations Lead India
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Job Description
Structured overview of role & requirementsAbout This Role
Coordinate and schedule onsite and remote Desktop Engineer teams to ensure resource availability including planned and emergency absences.
Manage relationships and performance with Local Service Providers and key stakeholders to meet contractual Engineer coverage requirements.
Produce reporting on service coverage and quality, handle escalations impacting business operations, and support invoicing accuracy alongside Customer Success Managers.
Minimum Requirements
At least 2-3 years of customer service and administrative experience.
High proficiency with IT systems, preferably workforce management tools such as Excel and dedicated scheduling software.
ITIL Foundation certification preferred.
Work Experience Required: At least 2-3 years as explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in coordinating technical service teams across multiple locations and managing supplier relationships.
Analytical and process-driven with ability to handle time-sensitive issues and escalate as necessary.
Skilled in data analysis and reporting to drive service improvements and contract compliance.