Manager - Remote Desktop Support
Core
Manage 24x7 IT operations and serve as the escalation point for technical support, ensuring high availability and security for associates.
Role type
Manager - Remote Desktop Support
Builds
IT service delivery, operational stability, and secure digital experiences for a global workforce.
Domain
IT Operations / Remote Desktop Support / Global Capability Centers
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and mentoring, incident triage and resolution, SLA management, root cause analysis, stakeholder communication, automation and AI initiative driving, network and infrastructure fundamentals, cross-functional influence.
Preferred skills
Experience in Global Capability Centers, multi-national hub collaboration, deep technical expertise in Microsoft and Mac platforms.
Technologies
ServiceNow ITSM, PowerBI, VPN, Zscaler, Okta MFA, Nexthink, Windows, Mac.
Responsibilities
Serve as the 24x7 escalation point for technical support, manage and motivate a dynamic team in a 24/7 environment, leverage ServiceNow and analytics tools for incident and asset management, implement and support security solutions, drive automation and AI initiatives, lead root cause analysis and resolve high-severity incidents.
Seniority
Manager, 8-10 years experience with 1-2 years leading a team.
