Manager IT - End User Support

Overview

At Sun Pharma, we are dedicated to supporting your growth and empowering you to "Create your own sunshine" in a nurturing environment. Our culture encourages continuous improvement, self-leadership, collaboration, and mutual success.

Core Responsibilities

• Lead and mentor a team of desktop support engineers, facilitating their growth through performance evaluations and training initiatives.
• Plan and manage resources and shift schedules to ensure smooth IT support operations.
• Continually enhance the efficiency and quality of IT support services while maintaining necessary documentation and standard operating procedures.
• Address end user issues, escalating unresolved problems appropriately and coordinating with IT teams nationwide for technology refresh activities.
• Educate users on best IT practices and policies, collaborating with Information Security, Infrastructure, HR, and Facilities departments to maintain a secure and compliant user environment.
• Oversee onboarding and offboarding processes including setup and timely allocation of user accounts, permissions, and hardware deployment with HR coordination.
• Manage the entire life cycle of IT assets: procurement, inventory, deployment, maintenance, audit, reconciliation, and safe disposal with strong vendor relationship management.
• Ensure compliance with company policies and data security standards; prepare reports for management and support internal audits involving user devices.

Key Skills and Attributes

• Strong leadership and effective team management abilities.
• Excellent communication and stakeholder engagement skills.
• Proficient problem-solving and critical decision-making capabilities.
• Customer-focused attitude with multi-tasking and prioritization in a dynamic environment.

Qualifications and Experience

• Bachelor's degree in IT, Computer Science, or related fields.
• Preferred certifications: CompTIA A+, Network+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate.
• Minimum of 8 years in desktop support or end user computing with 3-5 years in leadership roles, preferably in large enterprise IT environments.

Additional Information

The successful candidate will contribute significantly to the well-being and success of our team with ample opportunities for personal and professional development. Sun Pharma values your growth and supports your journey to making a meaningful impact.

Note: This description outlines general duties and responsibilities which may evolve over time. The employer retains the right to modify these tasks to match the skills and experience of the incumbent.