About the Position:

As the IT Workforce Enablement (WE) Lead, you will lead a team of managed service personnel who deliver IT WE Services (Service Desk, desktop support, printers, A/V-Conference Rooms, etc) to support business operations. You will oversee day-to-day operations, organize and monitor work processes, and allocate resources.​ This role is part of the core foundational IT support team for the Chevron ENGINE, thus expectations to grow and develop skills, capability, and depth beyond current job description scope is expected.

Key responsibilities:

Lead and serve as point of escalation on operational incidents and service escalations for IT WE Services​

Serve as Chevron ENGINE Escalation and coordination point for IT Service Desk Services provided by Chevron Enterprise IT​

Align and partner with Chevron Enterprise IT in the evergreen of IT Service Operations​

Provide support to internal and external divisions for events and programs, including some nights or weekends as needed (after-hours and weekends).​

Lead a variety of assignments related to the support of virtual town halls​

Lead in growth and build out of WE IT Services as the Chevron ENGINE matures​

Lead efforts in the purchasing of hardware, software, and technical services to ensure adherence to technical and security specifications​

Create and manage technical inventories, documentation, reports, and metrics​

Ensure On-Call support and remote support as needed​

Function as technical lead with supervisory responsibilities of managed service activities​

Plan, organize, and assign work for the team, communicate and define expectations, and provide technical guidance.​

Establish team goals that support organizational objectives by gathering pertinent business, financial, service, and operations information, identifying and evaluating trends and options, choosing a course of action, defining objectives, and evaluating outcomes.​

Maintain customer service standard by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.​

Complete customer service operational requirements by scheduling and assigning team members and following up on work results.​

Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends, and recommending system requirements.​

Assess customer satisfaction with services by designing and implementing satisfaction surveys, analyzing and interpreting results.​

Responsible for continued learning and development in current position expectation and growing in other technical area.

Required qualification:

EDUCATION - Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.​

EXPERIENCE - Requires at least 7-10 years of technology experience in IT Service support and supporting IT infrastructure (MS Windows/Azure Environment) including desktops/notebook computers, Printers, networks, conference/Audio Visual rooms in an Enterprise Environment (+500 users). At least 2 years in a supervisory/leadership role in the IT Service Delivery space.

Bengaluru, Karnataka

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