Associate Program Manager - Mumbai - eClerx

We are seeking a seasoned professional with 15-20 years of extensive experience in leading large IT teams, specifically with a primary focus on End User Support. As the Director of IT Operations, the successful candidate will be responsible for overseeing and managing the IT Helpdesk function, as well as the related functions of Asset Management, Access Management, and Workspace Management. The ideal candidate has successfully led diverse teams, demonstrating expertise across various time zones and geographies, including Asia, EMEA, and the US. The candidates exposure to sectors such as Private Equity, Index funds, BFSI, IT Software, Logistics, and Shipping adds significant value to our team.

Key Responsibilities:

Leadership and Team Management:

• Lead and inspire a large IT team, fostering a culture of collaboration, innovation, and excellence.
• Provide strategic direction and guidance to ensure the teams efficiency and effectiveness.

IT Helpdesk Management:

• Oversee the IT Helpdesk function, ensuring timely and efficient resolution of end-user issues.
• Implement and optimize processes to enhance the overall support experience.

Asset Management:

• Develop and implement strategies for effective Asset Management, including hardware and software inventory control.
• Ensure compliance with asset management policies and procedures.

Access Management:

• Lead initiatives related to access management, including user access provisioning, de-provisioning, and periodic access reviews.
• Collaborate with security teams to ensure access controls align with security policies.

Workspace Management:

• Manage and optimize workspace environments to enhance productivity and user experience.
• Stay abreast of industry trends and best practices in workspace management.

Qualifications and Experience:

• Bachelors degree in Information Technology, Computer Science, or a related field. Masters degree is a plus.
• Proven experience of 15-20 years in a leadership role, specifically leading large IT teams.
• Extensive background in End User Support, with a focus on delivering exceptional customer service.
• Experience in Asset Management, Access Management, and Workspace Management functions.
• Familiarity with industry-standard ITIL practices and frameworks.

Preferred Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proven ability to drive process improvements and operational efficiency.
• Experience in a competitor firm is highly desirable.