Lead - IT Support

2 weeks ago

Gurgaon, Haryana, India MSM Global Education Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Description Lead: IT Support

Location: Gurugram

Department: Information Technology

Experience Required: Minimum 10 years

Job Type: Full-time

Position Overview

The Lead – IT Support will be responsible for overseeing and managing the entire IT support function across MSM Unify. This role requires a seasoned IT professional with hands-on experience in IT service management, infrastructure support, troubleshooting, and team leadership. The Lead will ensure seamless IT operations, maintain system uptime, supervise support staff, and act as the primary escalation point for complex technical issues.

This position plays a critical role in enabling smooth business operations and ensuring robust IT service delivery across the organization.

Key Responsibilities

IT Operations & Service Management

  • Oversee daily IT support operations, ensuring timely resolution of incidents and service requests.
  • Serve as the primary escalation point for complex or unresolved technical issues.
  • Develop, implement, and continuously improve IT support processes, SLAs, and documentation.
  • Ensure 24/7 availability and reliability of IT systems, networks, and infrastructure.

Infrastructure & Systems Management

  • Manage installation, configuration, and maintenance of hardware, software, and network systems.
  • Monitor and optimize performance of servers, networks, end-user devices, and security controls.
  • Coordinate with vendors for procurement, maintenance, and warranty support of IT equipment.
  • Maintain IT asset inventory and ensure compliance with IT policies and security standards.

Team Leadership & Collaboration

  • Lead, mentor, and supervise the IT support team to ensure high performance.
  • Conduct regular team meetings, training, and performance reviews.
  • Collaborate closely with cross-functional teams, including Product, Operations, HR, and Admin, to fulfil IT requirements.
  • Work with senior management to plan and execute IT upgrades, expansions, and improvement projects.

Security, Compliance & Risk Management

  • Ensure adherence to IT security protocols, data protection policies, and compliance standards.
  • Conduct periodic audits of systems, access controls, and IT hygiene.
  • Identify IT risks and implement preventive and corrective measures.
  • Coordinate with cybersecurity vendors or internal teams for threat management.

Project Management

  • Lead implementation of new IT initiatives, tools, and technologies.
  • Manage IT-related projects including rollouts, migrations, and upgrades.
  • Create and maintain project timelines, budgets, and documentation.

Required Qualifications & Skills

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
  • Minimum 10 years of experience in IT support, infrastructure management, or IT service delivery.
  • At least 3–5 years of experience in leading IT teams.
  • Strong expertise in Windows/Linux systems, networking, hardware troubleshooting, and user support.
  • Working knowledge of cloud environments (AWS/Azure/GCP) is preferred.
  • Experience with ITSM tools, ticketing systems, and monitoring platforms.
  • Strong understanding of cybersecurity fundamentals and IT compliance frameworks.
  • Excellent communication, stakeholder management, and problem-solving skills.
  • Ability to work in a fast-paced, multi-location environment with high service standards.

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