Manager - Desktop Support - IT Operations

Date: May 6, 2022

Location: Bangalore, India

Company: Tredence

About Tredence

Tredence is a global analytics services and solutions company. We are one of the fastest growing private companies in the country for three straight years according to the Inc. 5000 and we continue to set ourselves apart from our competitors by attracting the greatest talent in the data analytics and data science space. Our capabilities range from Data Visualization, Data Management to Advanced analytics, Big Data and Machine Learning. Our uniqueness is in building Scalable Big Data Solutions on Onprem/GCP/Azure cloud in a very cost effective and easily scalable manner for our clients. We also come in with some strong IP and pre-built analytics solutions in data mining, BI and Big Data. 

Job Summary

Role: Manager - Desktop Support - IT Operations

• Monitors problem management database and follows up with assigned personnel to ensure timely
resolution of problems
• Maintains a central source of information enabling Help Desk staff and support technicians to recover
outages with minimal disruption to expected service levels
• Invokes problem escalation procedures to coordinate recovery
• Isolate’s problem trends and ensures that troubleshooting efforts are completed for recurring
problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are
completed and continually modified to meet the needs of the department
• Ensures that decisions made to improve the overall customer support of the Help Desk are continually
carried through
• Coordinate’s training requirements of Help Desk personnel
• Contributes to departmental productivity and development objectives by participating in training
• Provides leadership by projecting a positive attitude, and providing learning incentives
• Accurately communicates pertinent information. Assists in the development and implementation of
quality improvement programs for assigned department(s)

Job Location


Roles & Responsibilities

• Responsible for assuring users are provided efficient and timely first and second level support on a
7×24 basis
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call
support as required
• Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring
and disciplinary responsibilities
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area
Network, Local Area Network and Telephone functions
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that
effective Help Desk representation takes place for the coordination of work processes and projects with
other departments and divisions
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a
positive image of the department. Resolves problem situations in a professional manner. Accurately
communicates pertinent information to create a work environment that lends itself to the best
interests of departmental personnel and customer service
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of
care and service
• Maintains competency and enhances professional growth and development through continuing
education and conferences
• Serves as the around-the-clock contact for all related support issues, providing advanced first level
technology support
• Meets with technology technicians, attends seminars and reads industry related publications to remain
abreast of technology advances and aid in the technology planning effort
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by
IT- Head
• Management skills are required to successfully perform the planning, directing, reporting and
administrative responsibilities of this position
• Demonstrated management and decision-making skills concerning Information Systems policies,
processes and procedures, with a proved track record of completing tasks and/or project within budget
and on schedule
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment
• Remains on-call during off-peak hours to respond to support service issues
• Performs other duties and responsibilities as assigned by the Leadership team

Qualification & Experience

8+ years of experience


Be Entrepreneurial
Constantly Curious
Do the right thing
Pursue Excellence
Tech Skill-1
Tech Skill-2
Tech Skill-3
Think Impact

Why Join Tredence?

There is a reason we are one of the fastest growing private companies in the country! You will have the opportunity to work with some of the smartest and fun-loving people in the data analytics space. You will work with the latest technologies and interface directly with the key decision stakeholders at our reputed clients, some of the largest and most innovative global business brands. Our people are our greatest asset and we value every one of them. We are an equal opportunity employer who adhere to our core values & reflect this in our day to day life. So, please come & see why we’re so successful in one of the most competitive and fastest growing industries in the world.