Manager - Tech Consulting - FS - CNS - TC - Platforms - Hyderabad

Technology Consulting 

Title: Manager II, End User Support 

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization.   

Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are vital to innovation at scale. As part of Client Technology, you’ll work with technologists and business experts, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a catalyst for change and growth, you’ll be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact. 

EY Technology: 

Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 250,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day.  Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients.  Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization. 

EY Technology supports our technology needs through three business units: 

Client Technology (CT) - focuses on developing new technology services for our clients. It enables EY to identify new technology-based opportunities faster and pursue those opportunities more rapidly. 

Enterprise Workplace Technology (EWT) – EWT supports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. EWT will also support our internal technology needs by focusing on a better user experience. 

Information Security (Info Sec) - Info Sec prevents, detects, responds and mitigates cyber-risk, protecting EY and client data, and our information management systems.    

The opportunity 

This role oversees, leads, and provides direction to managers and their teams responsible for providing end user technical support in a desktop computing environment. This role combines people leadership, technical expertise, and collaboration with stakeholders to address complex support issues and enhance infrastructure efficiency.  

Your key responsibilities 

• Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures. 

• Oversees a team that addresses end user technical issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring. Sets department vision and participates in the development of short and long term department goals. 

• Oversees the team's resolution of technical troubleshooting issues and partners with key leaders and stakeholders to ensure end user productivity. 

• Provides subject matter expertise and oversees & leads consultations with clients and key stakeholders on potential technical issues or problems that were identified by the team. 

• Oversees the team's maintenance of knowledge-based articles, procedures, and training for support areas and crew. Partners with IT to train staff when necessary. 

• Maintains an accurate data inventory regarding the most complex end-user issues within the tracking system and according to policies and standards. 

• Manages and resolves the most complex issues elevated from team. Collaborates with partners and key stakeholders to resolve the most difficult issues when necessary. 

• Learns and complies with Information Technology and Information Security policies and procedures. 

• Participates in special projects and performs other duties as assigned. 

• Evaluates existing hardware and software systems and provides recommendations for necessary upgrades or enhancements to improve system performance and operational efficiency. 

• Provides guidance and technical support to employees on software usage and hardware functionality, improving user effectiveness and minimizing downtime. 

• Assists in testing and implementing new hardware and software solutions, ensuring compatibility with existing infrastructure and user readiness. 

• Technical and user support is expected on site depending on the location of the end user. 

Skills and attributes for success 

• A team player with strong analytical, communication and interpersonal skills 

• Constantly updating yourself about new technologies in the market 

• A winning personality and the ability to become a trusted advisor to the stakeholders 

To qualify for the role, you must have 

• Minimum 8 years of experience in IT support, with at least 5 years in technical support and prior supervisory experience preferred. 

• Bachelor’s degree or equivalent combination of education and experience; Master's degree preferred. 

• Strong understanding of end-user systems, software applications, and hardware troubleshooting. 

• Proven experience with issue resolution, IT operations, and knowledge base maintenance. 

• Excellent interpersonal and communication skills for effective collaboration with stakeholders and team members. 

• Ability to lead and mentor technical staff, with a focus on continuous improvement and service excellence. 

Ideally, you’ll also have 

• Strong verbal and written communication, facilitation, relationship-building, presentation and negotiation skills. 

• Be highly flexible, adaptable, and creative. 

• Comfortable interacting with senior executives (within the firm and at the client) 

What we look for 

• Strong teamwork, work ethic, product mindset, client centricity and a relentless commitment to EY values. 

What working at EY offers  

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer: 

• Support, coaching and feedback from some of the most engaging colleagues around 

• Opportunities to develop new skills and progress your career 

• The freedom and flexibility to handle your role in a way that’s right for you 

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance. 

About EY 

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.  

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible. 

Make your mark.  

Apply now.