Merck KGaA

Manager_End User Services

Posted On

May 30, 2025

Location

Bangalore, Karnataka

Experience Level

E - Professional (10+ years)

Job Type

Full-time

Apply By

June 17, 2025

Job Description

Job Title: End User Services ManagerThe company is seeking an experienced End User Services Manager to lead a team of IT professionals. this role requires a strong technical background, leadership and team management skills, and experience with ITIL best practices and industry standards. The successful candidate will be able to lead and manage a team, drive process improvements, and deliver high-quality support and services to end-users.Who you areBasic/ Minimum QualificationsMinimum 10 years of experience in end-user support and services managementBE/B.Tech/ in Computer Science, Information Technology, or related field3+ years’ experience in L2 Desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem solving, outstanding customer support& collaboration.Highly proficient in Windows hardware and software support, in Depth knowledge & hands on troubleshooting experience on O365 Suits Application like Outlook, Teams etc., Good knowledge of mobile devices (iPhones, iPads), including working with MDM solutions such as AirWatch, Intune, etc.Experience with IT service management tools, such as ServiceNowGood troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV/VC system support, desktop network troubleshooting.Positive person with can do attitude, MS Excel Proficient and Proven leadership and team management skillsExperience with ITIL best practices and industry standards.Experience in Life Sciences/Healthcare industry preferred Preferred QualificationsLead and manage a team of End User Services Engineers and specialists.Ensure to deliver high-quality support and services to end-users around all EUS Operational Topics. Manage incident and service request management processes with Defined KPI’s.Ensure compliance with ITIL best practices and industry standards. Collaborate with other IT teams to ensure seamless service delivery. Analyze and report on end-user services metrics and performance.Develop and implement end-user support strategies and processes improvements. Develop and manage budgets and resource planCommunicate ongoing strategy and execution with various Business Management/Functions/Depts.Handle needed inquiries, escalations and establish partnerships with key Stakeholders Like All Business Sectors, IT-I Teams , Global Vendors etc.Efficient Service Delivery (50%): Ensure high-quality support and services are delivered to end-users.Team Management (25%): Lead and manage a team of End User Services Engineers and specialists.Process Improvement (10%): Develop and implement end-user support strategies and process improvements.Reporting and Analytics (10%): Analyze and report on end-user services metrics and performance.Budgeting and Resource Planning (5%): Manage budgets and resource

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