Lead-IT Service Desk

3 weeks ago

Pune, India Malomatia Full time

Educational Qualifications

Bachelors degree in information technology, Computer Science, or equivalent experience.

Certifications & Training (Preferred)

  • ITIL Foundation or higher
  • MCSA/MCSE, particularly with Azure or Microsoft 365 specialization
  • Network certifications like CCNA or equivalent
  • Awareness of ISO ISMS) and ITSM processes

Key Responsibilities

  • Lead and mentor the offshore IT Service Desk team, promoting collaboration, accountability, and skill development.
  • Foster a positive and inclusive team culture, with a focus on well-being, motivation, and ownership.
  • Monitor and manage incoming support tickets; ensure SLAs and service standards are consistently met.
  • Handle escalations and complex incidents with a solution-oriented mindset.
  • Collaborate with Corporate IT and business units to align offshore operations with overall IT strategy.
  • Act as a liaison between offshore team and local leadership to ensure visibility, transparency, and trust.
  • Draft, maintain, and improve standard operating procedures (SOPs), workflows, and knowledge base articles.
  • Ensure seamless coordination of endpoint support, patch management, hardware/software deployment, and access control.
  • Track trends, analyze recurring incidents, and work proactively with teams to reduce preventable issues.
  • Support Corporate IT in project rollouts, system upgrades, and organizational change efforts.
  • Execute asset management, procurement processes, and vendor coordination as directed by the IT Manager.
  • Prepare reports on service desk metrics, user satisfaction, and improvement initiatives.

Technical Skills:

  • Familiar with ISMS and ITMS process and policies
  • Experience in providing critical user support such as support for senior users and management
  • Act as a Team lead who can also interact effectively with local management and Head Office Team
  • Good knowledge on Active Directory, DHCP, DNS, File server, SharePoint, and basic knowledge in Exchange Server, Oracle ERP etc.
  • Good experience in solving Microsoft Office 365 related incidents and requests.
  • Experience in solving End Point Security tools and Endpoint Patching.
  • Basic experience in MDM preferably Intune and Identity and access management.
  • Basic network support including LAN, Wireless and IP Phones etc.
  • Good Knowledge in TCP\IP and basic knowledge on network technologies like firewall, switches, proxy etc.
  • Talking to staff/vendors through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
  • Support L2 System Team to roll-out of new implementation and change execution as directed by Corporate IT Manager
  • Experience in IT Asset Management and perform procurement process as directed by IT Manager

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