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Lead Techstop Operations

Lead Techstop Operations

Inmobi

5 - 7 years

7 - 9 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

ticketing automation operational excellence vpn customer service windows microsoft service quality technical support analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Over-view

As the Lead Corporate IT Support (Techstop), you will be responsible for managing the end- user support function across all business units. You will guide and mentor a team of IT support engineers, act as the point of escalation for critical IT issues and work closely with various departments to deliver a seamless technology support experience. This is a leadership role focused on operational excellence, team effectiveness, and continuous improvement through innovation.

Key Responsibilities

Team & Operation Leadership:

Lead and mentor the IT support (Techstop) team to ensure SLA adherence and timely resolution of support tickets.
Manage ticketing queues using ITSM tools and drive continuous improvement of documentation and knowledge base content.

Issue Escalation & Technical Support

Serve as the escalation point for complex technical issues related to hardware, software, access management, and networks.
Oversee onboarding/offboarding, device lifecycle management, and user provisioning

Collaboration& Stakeholder Engagement

Partner with HR, Business Leadership, Security, Network, and Infrastructure teams to align support operations with business priorities.
Drive alignment with internal IT compliance, audit requirements, and security

Automation& Innovation

Identify opportunities for automation and AI-based enhancements (e.g., chatbot, ticket triage, analytics) within IT support operations.
Recommend and implement modern tools and processes to improve service quality and team

Reporting & Analytics

Prepare regular reports in Excel and dashboards to share insights on ticket trends, SLA compliance, and user satisfaction metrics with leadership.

Key Qualification

Technical Expertise

Strong hands-on experience with:
- Operating systems: Windows, macOS, and mobile
- Enterprise tools: JAMF, Microsoft Intune, Azure AD, AD, Office 365, Exchange Online, SharePoint, and Teams.
- Networking fundamentals: TCP/IP, DNS, DHCP, VPN, and Wi-Fi
Exposure to scripting/automation tools such as PowerShell (preferred).

Leadership& Soft Skills

Proven track record of managing IT support teams and driving operational
Strong communication, customer service, and problem-solving
Ability to manage high-pressure situations with a user-first

Security Awareness

Familiarity with security practices like MFA, endpoint protection, and password

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Lead Techstop Operations