Information Technology Support Manager

Location:

Shift:

Role Summary

Hands-on technical lead for endpoint support, guiding a 5-member team to resolve Level 1 & Level 2 tickets for laptops and core productivity tools. Light ownership of campus network triage and Entra ID/Intune hygiene. Drive SLAs/SLOs, quality, and knowledge management across three India offices.

Key Responsibilities

• Operational Leadership

• Lead daily standups, assign/triage tickets, monitor queues and aging, and unblock the team.
• Maintain coverage schedules for Pune/Noida/Chennai; own on-call rotation for P1/P2.
• Coach Level 1 and Level 2 techs on troubleshooting standards, soft skills, and documentation.

• Endpoint Support (L1/L2)

• Imaging & deployment (Autopilot/SCCM), profile issues, driver/firmware updates.
• Windows 10/11, macOS basics; M365/Teams/Outlook/OneDrive/SharePoint support.
• VPN/remote access (basic), BitLocker, printers, peripherals.
• Malware/Defender alerts triage and remediation
• VIP support and white-glove setups for executives and new hires.

• Identity, Device & Access

• Entra ID (Azure AD):

  user/device lifecycle, groups, SSPR/MFA issues, conditional access basics.

• Intune:

  compliance/policy drift checks, app deployments, posture remediation (Desire)
• Basic Exchange Online admin (DLs, shared mailboxes), licensing hygiene (with central IT).

• Network & Site Support (Light)

• First-look triage for LAN/Wi-Fi issues (switch/AP status, cabling, VLAN basics).
• Coordinate with Network team for escalations, changes, and vendor dispatch.
• Audio/Video technology (light)
• Able to work with vendor to troubleshoot A/V system and oversee monthly enterprise calls

• Service Management

• Own SLAs/SLOs and quality reviews; run weekly service metrics and RCA on repeat incidents.
• Maintain KB articles, SOPs, and shift-left” scripts; enforce ticket hygiene in ITSM (e.g., ServiceNow/ZOHO).
• Partner with Procurement/Asset teams for stock levels, RMA, and asset accuracy.

• Continuous Improvement

• Track

  DEX (digital employee experience)

  signals and drive quarterly improvements.
• Standardize builds, reduce rework, and automate routine fixes where feasible.

Required Skills & Experience

• 5–7 years in end-user computing support with at least 1–2 years in a lead/mentor role.
• Strong Windows endpoint troubleshooting; macOS exposure is a plus.
• Understanding of

  Entra ID/Azure AD

  ,

  Intune

  (policies, compliance, app deployment).
• Solid M365 admin user-level support (Teams, Outlook, OneDrive) and Exchange Online basics.
• Basic network knowledge (DHCP/DNS, Wi-Fi auth, switching fundamentals) for triage.
• Experience with an ITSM tool (ServiceNow, ZOHO) and KPI reporting.
• Excellent stakeholder communication; ability to set priorities across multiple sites.

Nice to Have

• SCCM/MECM, PowerShell scripting, Autopilot depth, JAMF (macOS) basics.
• Printer fleet admin, Zoom/Teams Rooms support, hardware vendor RMA processes.
• Exposure to Microsoft Defender for Endpoint, conditional access troubleshooting.
• ITIL Foundation,

  CompTIA A+ / Network+

  ,

  MD-102 (Endpoint Admin)

  preferred.

Education & Certifications

• Bachelor’s in IT/CS or equivalent experience.
• Relevant certifications (any of: ITIL F, A+, N+, MD-102, AZ-104) are advantageous.

KPIs & SLOs (Success Measures)

• SLA attainment:

  95% of tickets within SLA.

• First Contact Resolution (FCR):

  70% for L1 issues.

• MTTR:

  P2 mean time to resolve

  8 hours

  ; P3

  16 hours

  .

• CSAT:

  4.5/5 with 30% survey response rate.

• DEX score:

  Quarter-over-quarter improvement.

• Quality:

  100% KB use for repeatable fixes; zero critical audit findings on asset/ticket hygiene.

Work Conditions

• Onsite across Pune/Noida/Chennai with occasional interoffice travel; flexible hours to cover peaks.
• Participation in after-hours maintenance windows and on-call for priority incidents.

  Role & responsibilities

Preferred candidate profile