Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the seamless delivery of services and support, focusing on the effective management of escalations and operational processes. This position is vital for upholding service quality, driving customer satisfaction, and implementing improvement initiatives that align with organizational goals.

Key Responsibilities

1. Drive Revenue Generation By Implementing Effective Strategies And Optimizing Service Delivery Through Sccm/Sms And Intune To Meet Tower-Level Financial Targets.
2. Ensure Timely Closure Of Escalations And Crisis Management By Adhering To Established Sla Norms, Utilizing Client Lifecycle Management Tools To Track And Resolve Issues Efficiently.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Compliance With The Service Level Agreement (Sla) And Statement Of Work (Sow) Using Directory Services For Accurate Data Management.
4. Foster Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Quality And Responsiveness, Leveraging Ms Enterprise Mobility Suite Capabilities.
5. Lead The Implementation Of The Profit Improvement Plan (Pip) By Identifying And Executing Automation Opportunities And Self-Driven Initiatives That Enhance Operational Efficiency And Service Delivery.

Skill Requirements

1. Proficiency In Sccm/Sms For Client Management And Support Operations
2. Strong Understanding Of Intune And Its Integration With Enterprise Mobility Solutions
3. In-Depth Knowledge Of Client Lifecycle Management Processes And Tools
4. Familiarity With Directory Services And Their Application In Operational Support
5. Ability To Analyze And Validate Operational Reports To Ensure Service Compliance

Other Requirements

1. Optional But Valuable: Microsoft Certified: Modern Desktop Administrator Associate
2. Optional But Valuable: Itil Foundation Certificatio