Manager - Technical Services, End User Services

About the role

Ocwen seeks a Manager - Technical Services, End User Services in Mumbai to lead onsite desktop support operations and service delivery. The role involves managing team performance, overseeing Microsoft 365 environments, and driving automation initiatives including AI-assisted tools for ticket deflection. This hybrid position requires rotational shift coverage and weekend support as needed.

What you’ll do

• Develop the End User Service Team through hiring, performance evaluations, and career development planning
• Define and enforce IT service standards, SLAs, and operational KPIs to ensure high-quality support
• Oversee desktop support and IT operations ensuring seamless connectivity for onsite and remote staff
• Spearhead integration of AI technologies for automating helpdesk tasks, ticket triage, and predictive maintenance
• Administer Microsoft 365 services including tenant health monitoring, incident response, and user lifecycle activities
• Govern IT desktop environment integrity and security compliance while managing asset lifecycle and procurement
• Architect and maintain comprehensive knowledge base strategy and oversee ITSM data integrity
• Serve as escalation point for critical incidents and primary liaison between leadership, vendors, and technical teams

What you’ll bring

• Bachelor’s degree in IT, Computer Science, Engineering, or related field from premier institutions
• 12–15 years of overall experience in End User Services, Desktop Support, or IT Operations
• 3–5 years of experience in a manager role handling onsite support
• Strong knowledge of Windows 11, Microsoft Office 365, and enterprise endpoint environments
• Experience with Modern Device Management (Intune, Autopilot, zero-touch deployments)
• Working knowledge of ITSM tools for ticketing, reporting, and queue management

Nice to have

• Proven experience managing enterprise desktop environments with onsite and remote users
• Hands-on exposure to incident, request, and escalation management in a global IT setup
• Understanding of endpoint security, patching, vulnerability remediation, and compliance
• Familiarity with monitoring tools such as Nexthink, ThousandEyes, or similar platforms
• Experience driving self-service, shift-left, or automation initiatives
• Exposure to AI-assisted support, chatbots, Copilot, Power BI, or automation workflows

Skills

Education

Bachelor’s degree in information technology, Computer Science, Engineering, or a related field from premier institutions