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Lead – Service Desk
Location: Pune, India | Experience: 8+ years | Team: Corporate IT – IT Services | Reports to: Senior Manager, IT
Job Description
Lead day-to-day Service Desk operations as the senior technical escalation point for IT Services, ensuring consistent, secure, and high-quality support across identity, Microsoft 365, Windows and macOS endpoints, collaboration services, and the employee lifecycle. The role owns SLA performance, ITIL process adherence, vendor coordination, and service reporting, while driving automation and continuous improvement, delivering white-glove executive support, and mentoring engineers to build a capable, high-performing team.
Responsibilities
- Lead daily Service Desk operations, including ticket queue management, shift and roster planning, workload distribution, and on-call coverage.
- Ensure support SLAs are consistently met and take prompt corrective action when service levels fall short.
- Review weekly Service Desk performance reports with the IT team and present findings and action plans to IT Management.
- Ensure the team follows the ITIL framework and formal change management procedures for consistent service delivery.
- Coordinate with vendors and third-party partners on support, procurement, and service delivery.
- Track IT assets and hardware and software inventory, and support technology procurement.
- Provide IT Management with regular, clear status updates on tasks, projects, and priority issues.
- Lead troubleshooting for complex incidents affecting users, endpoints, applications, identity, and collaboration services, acting as the escalation point for IT Services Engineers.
- Coordinate cross-team resolution with Infrastructure, Security, Network, and Application teams.
- Participate in the weekend on-call rotation to handle critical incidents, coordinate escalations, and restore service quickly.
- Identify recurring issues and implement lasting fixes, self-service options, and measurable improvements.
- Administer and improve Okta SSO, MFA, application integrations, group management, and lifecycle processes, validating access configurations, attribute mappings, and provisioning and deprovisioning flows.
- Promote secure access practices and lead access reviews, audit readiness, and lifecycle governance.
- Manage advanced administration across Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, and endpoint services, and lead Windows device deployment, configuration, and service improvements.
- Lead macOS and MacBook fleet management using Iru (formerly Kandji), including zero-touch deployment through Apple Business Manager, Blueprints, Library items, configuration profiles, app deployment, OS updates, and patching.
- Administer macOS compliance and security controls such as FileVault, Gatekeeper, and device posture policies, and troubleshoot complex macOS hardware, OS, and application issues.
- Deliver white-glove support for executives and VIP users, ensuring technology readiness for meetings, presentations, and visits.
- Support and troubleshoot Zoom, Microsoft Teams, Zoom Rooms, and conference room AV, and provide live support for town halls, training sessions, and key business meetings.
- Perform proactive conference room and meeting technology checks to prevent disruptions.
- Improve FreshService service catalogs, workflows, dashboards, reports, ticket routing, assignment logic, and SLA practices.
- Build automation using Okta Workflows, FreshService Workflow Automator, Power Automate, scripting, or approved AI tools.
- Evaluate new technologies, AI tools, and automation opportunities, and adopt them responsibly where they improve service delivery.
- Lead onboarding, offboarding, contractor management, access changes, device readiness, and asset retrieval, ensuring every activity is documented, controlled, timely, and aligned with security requirements.
- Mentor and coach engineers through regular check-ins and run knowledge-sharing sessions.
- Create and maintain SOPs, support standards, knowledge articles, and operational runbooks, and review the team's technical documentation for quality and accuracy.
Required Qualifications
- 8+ years of experience in IT services, Service Desk, or end-user support, including at least 2 years in a lead or supervisory role.
- Proven experience managing Service Desk operations, including SLA management, rostering, queue management, and performance reporting.
- Strong working knowledge of ITIL practices, including incident, request, problem, and change management.
- Advanced administration and troubleshooting across Okta, Microsoft 365, Entra ID or Active Directory, Intune, and Exchange Online.
- Hands-on experience with Okta SSO, SCIM, MFA, provisioning, deprovisioning, and application integrations.
- Strong hands-on experience administering Iru (formerly Kandji) to manage MacBooks at scale, including Apple Business Manager, Blueprints, configuration profiles, and macOS security and compliance.
- Strong FreshService knowledge, including service catalog, workflow, routing, dashboard, and reporting configuration.
- Experience with automation platforms and scripting, such as Okta Workflows, FreshService Workflow Automator, Power Automate, PowerShell, or Bash.
- Experience supporting executives, Zoom Rooms, Microsoft Teams, and conference room AV technologies.
- Experience managing vendors, IT asset inventory, and technology procurement.
- Strong analytical and problem-solving skills, with the ability to perform root cause analysis, interpret service data and trends, and translate findings into practical, lasting improvements.
- Strong leadership, communication, and stakeholder management skills, with the ability to manage competing priorities under pressure.
Preferred Qualifications
- Hands-on experience with Okta Workflows and AI-enabled service desk tools.
- Experience supporting audits, access reviews, and security compliance programs.
- Proven track record of delivering measurable automation, self-service, and service improvement outcomes.
- Certifications such as ITIL 4 Foundation or higher, Okta Certified Administrator, Microsoft 365 Certified: Endpoint Administrator or Administrator Expert, and Iru (Kandji) or Apple Certified Support Professional (ACSP).
Educational Qualification
BE/B.Tech/BCA/MCA or B.Sc., preferably in Computer Science, Information Technology, or a related field.