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Tech Stack
About the role
- Lead and manage the India-based End User Services and Enterprise Service Desk (Level 1) team, providing coaching, performance management, and operational oversight.
- Ensure adherence to established SLAs and service delivery standards for incident resolution and service requests through ServiceNow.
- Oversee onboarding and offboarding processes, including device provisioning, computer imaging, access configuration, and system readiness for new hires.
- Provide advanced troubleshooting support for hardware, operating systems, enterprise applications, identity management, and collaboration platforms.
- Manage endpoint lifecycle operations including asset coordination, device compliance alignment, patch management support, and refresh programs.
- Serve as primary liaison for regional IT vendors, ensuring service quality, issue escalation management, and effective coordination.
- Support global IT operations by providing India-based support coverage with overlap for U.S. and Mexico business hours.
- Drive continuous improvement initiatives, including automation of service desk workflows and responsible adoption of AI tools to enhance user productivity and operational efficiency.
- Partner cross-functionally with Global IT, Security, HR, and Infrastructure teams to ensure consistent and scalable IT service delivery.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
- Minimum of 6+ years of progressive IT support experience, including at least 2 years of people management experience.
- Proven experience leading Service Desk or End User Services teams.
- Hands-on experience administering enterprise tools such as Jamf, Intune, Tanium, Microsoft 365, Okta, and ServiceNow.
- Strong troubleshooting expertise across hardware, operating systems, SaaS applications, and identity/access management.
- Experience managing vendor relationships and coordinating external service providers.
- Demonstrated ability to operate within defined SLAs and drive service delivery excellence.
- Experience supporting global teams across multiple time zones.
Benefits
- Health insurance
- Flexible working arrangements
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT supporttroubleshootingincident resolutionservice requestsendpoint lifecycle operationsasset coordinationdevice compliancepatch managementautomationAI tools
Soft Skills
coachingperformance managementoperational oversightvendor relationship managementcross-functional collaborationcontinuous improvementservice delivery excellenceissue escalation managementcommunicationleadership