Tech Leader for End-User Support Operations

2 weeks ago

Bengaluru, Karnataka, India beBeeITManager Full time ₹ 9,00,000 - ₹ 12,00,000
Job Description

We are seeking a highly skilled IT Manager to lead our end-user IT support operations across corporate, retail, and warehouse locations.

This role requires a balance of technical expertise, team leadership, and service delivery excellence.

The ideal candidate will manage a distributed support team, ensure uptime across all business locations, drive IT service improvements, and coordinate with cross-functional and vendor teams to meet business SLAs.

Key Responsibilities:
  • Lead day-to-day support for corporate users across departments.
  • Oversee IT asset lifecycle management (laptops, desktops, printers, conferencing tools).
  • Manage IT onboarding/offboarding, application access, and account provisioning (AD, O365, Slack, Jira, etc.).
  • Handle escalations and provide L2/L3 troubleshooting support for enterprise tools.
  • Drive compliance across corporate devices (ISO standards, endpoint security, DLP).
  • Collaborate with system, cloud, and security teams for infrastructure integration and support.
Retail (Store) IT Support:
  • Ensure uninterrupted POS operations, device uptime, and prompt support across all stores.
  • Lead IT support for store devices (POS, printers, scanners, handhelds, routers, access points).
  • Coordinate with field engineers and vendors for any IT issues or device replacements.
  • Manage store IT readiness for new launches, refurbishments, and relocations.
  • Drive preventive maintenance, ticket resolution SLAs, and field issue escalations.
  • Maintain store IT audit checklist and ensure IT infra compliance across regions.
Warehouse & Logistics IT Support:
  • Oversee IT operations across fulfilment centers, DCs, and warehouses.
  • Support scanning systems, handheld terminals, dock printers, WMS/ERP portals, and CCTV.
  • Ensure stable wired/wireless networks, APs, firewall/router setups, and backup link availability.
  • Resolve shift-level operational issues and implement IT support coverage based on warehouse schedules.
  • Track asset availability for replacements (handhelds, printers, APs) and raise POs as needed.
  • Collaborate with supply chain and operations to ensure system continuity and quick turnarounds.
Team Management:
  • Manage a team of onsite and remote IT engineers across HO, store, and warehouse locations.
  • Set up shift schedules, assign ticket queues, and drive performance tracking (SLA, FCR, CSAT).
  • Provide mentorship, skill-building, and regular feedback to improve team effectiveness.
  • Conduct periodic reviews, audits, and training on tools and SOPs.
Service Delivery & Tools:
  • Own SLA and CSAT metrics across all support channels (corporate, retail, warehouse).
  • Use tools like Jira for ticketing and ITSM workflows.
  • Monitor performance through dashboards and reports; drive RCA-based process improvements.
  • Maintain documentation (SOPs, KEDBs, playbooks, user guides) and ensure timely updates.
Required Skills & Qualifications:
  • 7-9 years of total IT experience, with 3+ years in a managerial capacity.
  • Proven experience managing IT support in retail, warehouse, and corporate environments.
  • Strong knowledge of end-user computing, basic networking, and enterprise tools.
  • Hands-on with ITSM tools like ManageEngine, Jira, or ServiceNow.
  • Good understanding of POS systems, WMS tools, handheld scanners, and label printers.
  • Excellent communication, documentation, problem-solving, and stakeholder engagement skills.
  • Exposure to ISO, ITIL practices, and internal audit processes.

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