Head of Service Management and Service Desk

Job Description

Job Title: Head of Service Management and Service Desk

Business Function/Sub Function: IT Infra & Operation

Location: Noida, India

Role Purpose

As the Head of Service Management and Service Desk, you will lead the design, deployment, and support of Microsoft cloud solutions, focusing on Office 365, Azure AD, and related technologies across a multi-tenant, multi-national company. You will oversee the global service desk operations, ensuring seamless integration, high availability, and security of IT services. Your expertise will drive productivity, compliance, and innovation across the organisation.

Key Responsibilities

Technical Leadership – Microsoft Stack

• Office 365 & Azure AD Administration: Manage configurations, policies, and system health for Office 365 and Azure AD environments.

• Security & Compliance: Working with the Security Team implement and monitor Advanced Threat Protection (ATP), Conditional Access, Azure Information Protection, Data Loss Prevention (DLP), and eDiscovery.

• Cloud Architecture: Working with the Enterprise architects, support large-scale implementations and migrations (on-premises to cloud, cloud-to-cloud, external productivity suites to O365).

• Collaboration Tools: Deploy and optimise OneDrive, Teams, SharePoint, PowerApps, and other O365 collaboration platforms.

• Identity Management: Maintain hybrid identity solutions, including Single Sign-On (SSO), Multi-Factor Authentication (MFA), and integration with Apple/Android devices.

• Automation & Scripting: Develop and maintain PowerShell scripts for automation, reporting, and troubleshooting across O365/Azure environments.

• Monitoring & Incident Response: Use Office 365 consoles and monitoring tools to proactively manage service health and respond to alerts.

Service Desk Management

• Team Leadership: Lead and mentor service desk teams, ensuring high-quality support and continuous professional development.

• Process Optimisation: Implement ITIL best practices, service management tools, and automation to improve efficiency and customer satisfaction.

• Stakeholder Engagement: Collaborate with business leaders, HR, PMO, and other departments to align IT services with organisational goals.

• Reporting: Provide regular insights on IT performance, risks, and improvement plans to senior management.

Project & Stakeholder Management

• Project Delivery: Manage IT infrastructure projects, upgrades, and migrations based on business requirements.

• Cross-Functional Collaboration: Work with product managers, R&D, and business analysts to ensure smooth SaaS operations and integration.

Essential Skills & Experience

• Technical Expertise:

o 5+ years as an O365 engineer in large environments (5000+ users)

o Deep knowledge of Office 365, Exchange Online, SharePoint Online, Teams, PowerBI, Security & Compliance Center, OneDrive for Business

o Expert in Azure Active Directory, Endpoint Manager, Microsoft Identity Platform

o Experience with Intune, SSO, virtual platforms, and device auto-enrollment

o PowerShell scripting for O365/Azure AD/Teams/SharePoint

o Familiarity with application monitoring, log review, and emergency support

o Understanding of Office365 licensing, features, and policy management

o Experience with Cloud Access Security Broker (CASB) technology

o Experience in virtual desktop infrastructure (VDI) and firewall setup

• Service Desk Management:

o Proven experience leading IT support teams and managing service desk operations

o Strong knowledge of ITIL processes and service management tools

o Ability to troubleshoot complex technical issues and drive continuous improvement

• Qualifications:

o Bachelor’s degree in Computer Science, IT, Engineering, or related field

o Master’s degree in IT Management or related discipline (preferred)

o Professional certifications (preferred):

§ Microsoft Certified Solutions Architect (AZ-305)

§ Azure Administrator Associate (AZ-104)

§ Identity and Access Administrator (SC-300)

§ Microsoft 365 Certified: Modern Desktop Administrator Associate

§ ITIL v4 Foundation or higher

§ Cisco CCNA/CCNP, Aruba, or Arista networking certifications

• Key Competencies:

o Deep expertise in cloud and hybrid IT environments

o Excellent communication, leadership, and stakeholder management skills

o Strong analytical mindset, problem-solving skills, and focus on automation

o Ability to work across time zones and manage offshore teams

Bonus Points For

• Experience integrating Microsoft 365 with LMS platforms (e.g., Moodle, Thesis)

• Knowledge of accessibility features and inclusive learning tools within Microsoft 365

• Experience with advanced firewall setup and VDI

Why Join Us?

• Mission-Driven: Help transform education delivery through modern, secure technology.

• Growth-Oriented: Access professional development and certifications.

• Collaborative: Work in a supportive, tech-forward team environment.

Join us on this exciting journey!