To manage the IT Service Delivery team (Deskside support) and Partner Resource team, taking responsibility for desktop support\\ • Customer Relationship Management\\ • Vendor Relationship Management\\ • Project Management on on-going project\\ • Manage Customer Deliverables and Priorities\\ • SLA Management including Incident, Service request, etc.\\ • Daily review with the Country Managers\\ • Periodic reviews with Customer and Vendors\\ • MIS and Reporting\\ • Oversee and monitor Key project Indicators\\ • To ensure that systems, processes, and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.\\ • Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes.\\ \\ \\ \\ \\ Knowledge on the following is required to get the required tasks carried out by Country Manager / Lead / Full Time or Dispatch Engineers at various locations in the region:\\ \\ • Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops\\ • Providing 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets\\ • Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities\\ • Taking ownership of issues through to resolution on all appropriate requests. \\ o Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.\\ o ITIL / PMI professional will be preferred\\ • Candidate should have good understanding of Desk side desktop Management, maintenance, deployment, and reporting \\ • Experience of working with & managing partners\\ \ \ • Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc.