Job Description

:We are looking for an exceptional manager (IT Manager, Field Services and Service Desk) to lead our local Field Service and Service Desk agents at Manesar, Gurgaon. This role will be responsible for managing the daily volume of incidents and request for the Field Service agents who provide desk side and local project support as well as the Service Desk who provide remote support for our global employees and sites. This role will report to the Global Service Desk Manager and the Regional Field Services head.Key Responsibilities:

• Daily oversight of resources and scheduling to handle volume and SLA requirements.
• Conduct Weekly, monthly, and quarterly reporting and metric reviews.
• Handle escalations from employees, customers, VIP/Exec, and local staff.
• Coordinate projects related to the local region.
• Manage local asset inventory, ensure compliance with MKS standards.
• Manage knowledge documentation related to the role.
• Perform agent reviews and coaching.
• Work as a technical resource to assist with remote and hands on troubleshooting.
• Travel as needed to support all sites in the assigned geographic area.
• Perform other related duties that may be assigned or associated with the responsibility of the position.
• Work shift/hours may vary depending on current demand.

Qualifications:

• 5+ years of management experience in a support services structure
• Support/Management experience with Windows 10/11, Office 365, Active Directory and ServiceNow.
• Support/Management experience with Laptops/Desktops, Tablets, Mobile Phones, and Printers.
• Working knowledge of client, server, network, and cloud architectures
• Familiar with ITIL best practices.
• Experience working in a global organization.
• Experience with large scale implementations and integrations of corporate IT systems.
• Must have an excellent customer service mindset.
• Strong analytical and problem-solving skills.
• Excellent communication, documentation, and reporting skills is a must.
• Ability to work collaboratively in a team and manage multiple projects.

#LI-AS2Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be U.S. persons. U.S. persons are generally defined as U.S. citizens, noncitizen nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.MKS Instruments, Inc. and its affiliates and subsidiaries (MKS) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: .If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role

MKS Instruments