Everise

Assistant Manager - Desktop Support

Everise · India

  • Hybrid
  • Full-time
  • $75,000 / year
  • India

Job highlights

  • Manage L1/L2 desktop support across devices and applications.
  • Oversee ITSM ticket queue and ensure SLA compliance.
  • Provide escalation for complex and executive support issues.
  • Coordinate IT readiness for new hires and device recovery.
  • Maintain documentation and support endpoint security.

About the role

About Everise

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Roles & Responsibilities

  • Manage L1/L2 desktop support for laptops, desktops, peripherals, and end‑user applications.
  • Own ITSM ticket queue governance, prioritization, and SLA compliance (ServiceNow preferred).
  • Act as escalation point for complex desktop and executive/VIP support issues.
  • Ensure onsite support coverage, shift planning, and walk‑in support.
  • Oversee new joiner IT readiness and exit user device recovery.
  • Coordinate with Infrastructure, Security, and Asset teams.
  • Maintain SOPs, knowledge articles, and operational documentation.
  • Support endpoint security and audit/compliance activities.
  • Manage asset inventory for the region.

Qualifications

  • Bachelor’s degree in computer science / information technology or equivalent.
  • 6–9 years of experience in IT Desktop / End‑User Support.
  • 1–3 years experience in a lead or supervisory role is preferred.
  • ITIL / technical certifications (A+, ITIL Foundation) are an advantage.
  • Strong hands‑on experience in Windows & Mac OS troubleshooting.
  • Knowledge of Active Directory, O365, Intune, endpoint tools.
  • Experience with ITSM tools (ServiceNow preferred).
  • Solid understanding of ITIL processes.
  • Strong communication and stakeholder management skills.
  • Ability to handle pressure, escalations, and executive interactions.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Key skills/competency

  • Desktop Support
  • ITSM
  • ServiceNow
  • ITIL
  • Windows
  • Mac OS
  • Active Directory
  • O365
  • Intune
  • Endpoint Security

Skills & topics

  • Desktop Support
  • IT Support
  • IT Management
  • Team Lead
  • ServiceNow
  • ITIL
  • Windows
  • Mac OS
  • Active Directory
  • O365
  • Intune
  • Endpoint Security
  • Customer Experience
  • Global Operations
  • Supervisory Role

How to get hired

  • Tailor your resume: Highlight relevant experience in desktop support, ITSM, and team leadership, using keywords from the job description like ServiceNow and ITIL.
  • Showcase technical skills: Emphasize your proficiency with Windows, Mac OS, Active Directory, O365, and Intune in your application.
  • Prepare for behavioral questions: Practice scenarios related to handling pressure, escalations, and executive interactions during your interview.
  • Understand ITIL: Be ready to discuss your knowledge of ITIL processes and how you've applied them in previous roles.
  • Research Everise: Familiarize yourself with their mission and values to demonstrate a strong cultural fit.

Technical preparation

Master Windows and Mac OS troubleshooting techniques.,Gain hands-on experience with Active Directory, O365, Intune.,Become proficient with ITSM tools, especially ServiceNow.,Understand and apply ITIL processes for service management.

Behavioral questions

Describe a time you handled a complex escalation.,How do you prioritize a busy ticket queue?,How do you manage stakeholders with differing needs?,How do you stay calm under pressure?

Frequently asked questions

What are the key responsibilities for an Assistant Manager Desktop Support at Everise?
The Assistant Manager Desktop Support at Everise is responsible for managing L1/L2 desktop support, overseeing the ITSM ticket queue, acting as an escalation point for complex issues, ensuring IT readiness for new joiners, and coordinating with various IT teams. They also manage asset inventory and support endpoint security.
What qualifications are essential for the Assistant Manager Desktop Support role at Everise?
Essential qualifications include a Bachelor's degree in computer science or IT, 6-9 years of experience in IT Desktop/End-User Support, and 1-3 years in a lead or supervisory role. Proficiency in Windows, Mac OS, Active Directory, O365, Intune, and ITSM tools like ServiceNow is crucial.
Does Everise prefer specific ITSM tools for the Assistant Manager Desktop Support position?
Yes, Everise specifically mentions ServiceNow as a preferred ITSM tool for managing the ticket queue and related governance in the Assistant Manager Desktop Support role.
What kind of technical certifications are beneficial for an Assistant Manager Desktop Support at Everise?
While not mandatory, ITIL or technical certifications such as A+ or ITIL Foundation are considered an advantage for the Assistant Manager Desktop Support role at Everise.
How does Everise approach employee development for an Assistant Manager Desktop Support?
Everise emphasizes a people-first culture, celebrating diversity and incubating innovation. While specific development programs aren't detailed, their commitment to employee well-being and industry recognition suggests a supportive environment for growth.
What is the expected experience level for the Assistant Manager Desktop Support role?
The role requires 6-9 years of experience in IT Desktop/End-User Support, with a preference for 1-3 years in a lead or supervisory capacity, indicating a need for seasoned professionals.
Are there opportunities for career advancement within Everise's IT department after this role?
Everise is a growing global company with various IT centers worldwide. While not explicitly stated, the nature of the Assistant Manager role suggests potential pathways to further leadership or specialized IT positions within the organization.