Assistant Manager - Desktop Support

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

The purpose of the Deputy/assistant IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management.

Key accountabilities include but are not limited to:

Reporting, Audit deliverables, change management, training, quality management are addressed and monitored to ensure deadlines and service levels are met and results delivered.

To own incidents and requests to ensure completion in both the client and WNS infrastructure and IT environments.

To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.

Ownership of Incidents and escalation and driving closure on a 24/7 basis.

Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.

The role will involve close coordination and project management of various internal and external technology groups to meet deliverables

To maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.

To line manage and develop reporting IT team.

Plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.

Ensure high level of customer centricity and engagement, forming a partnership with the operations team.

Act as a point of escalation for customers and manage their expectations.

Ensure the alignment of technology, process and people to business objectives

Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.

Draft reports on IT Service Delivery and present the data to the Senior Management Team

Forefront Audits and collate /provide evidences and ensure audit compliance in all areas through out the year.

Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences

Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.

Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required

Matric

ITIL Certified (Beneficial)

Tertiary IT Qualification (Required)

Asset Management and Stock Control Experience (Required)

Incident Management and Change Management Experience (Required)

End-User Computing Management & Compliance Experience (including Anti-Virus, Patch-Management etc.) (Required)

At least 5+ years of experience in an IT Team Management Role (Required)

Able to work on a 24/7 rotation basis if required.

Broad general knowledge and awareness of the IT landscape (Required)

Analytical and Practical motivated self starter. (Required)

Be an IT specialist, but also have an understanding of commercial operations. (Required)

Good Communicator (Required)

Sound understanding of business processes and IT operations (Required)

Assertiveness (Required)

Good understanding of the ITIL Framework and implementation thereof (Advantageous)