Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

We are seeking an End User Support Manager to lead a team responsible for managing IT support across multiple sites. This role involves handling end-user support requests, managing assets, overseeing escalations, and ensuring adherence to ITIL best practices. The ideal candidate will have 4-5 years of hands-on end-user support experience and proven leadership in IT operations.

Key Responsibilities:

Team Leadership: Manage and guide a team to ensure timely resolution of IT support requests (EITs) and adherence to SLAs.End-User Support: Provide hands-on troubleshooting for desktops, laptops, thin clients, printers, and scanners.Asset & Compliance Management: Oversee IT asset tracking, ensuring accurate documentation and compliance with standards. Manage the installation of security patches and updates on endpoints.Escalation & Incident Management: Handle escalations and coordinate with internal teams and vendors to resolve critical issues within SLAs.Project Management: Lead new IT projects, such as hardware refreshes and OS upgrades, ensuring endpoint readiness and smooth execution.Change Management: Oversee change management processes, ensuring all changes are documented and implemented according to company standards.

QualificationsBachelor's degree (Preferably B.E / B.Tech or related field).6-8 years of IT experience, with at least 4-5 years in hands-on end-user support.2-3 years of experience managing a team in IT support.Expertise in Windows OS, MS Office, VMware, Citrix, and hardware troubleshooting.Strong knowledge of ITIL processes (Incident, Problem, Change Management).Excellent communication skills in English.

 

Additional Information

Preferred Qualifications

ITIL Certification.Microsoft or similar certifications (e.g., CCNA, CCNP).Basic report creation skills using MS Office.