Manager of Client Technology

IT Support Management • Provide point of escalation contact for 2nd level troubleshooting with end to end ownership for technical support • Lead Desktop Support team that provides 2nd level technology support for AZF’s customers • Deliver Root Cause Analysis, Workarounds and Solutions for all desktop technical problems with compliance to defined ITIL Processes on Problem and Incident Management. • Ensure the compliance for CMDB for configuration management process deliverables. • Maintain relationship with external vendors and internal service providers including peer to peer and upward technical escalation levels • Facilitate support knowledge and experience to the other team members. • Manages the desktop hardware, software and application support across the organization including office computers, applications, and peripherals for internal office users externals AZF’s clients • Ensure prompt resolution of all desktop user problems as per the trouble tickets service level • Ensure applicable IT policies, procedures, and standards are being followed • Manage the Senior Support Engineers to ensure optimum IT Infrastructure environment performance, security, and availability at all times Incident and Problem Management