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Technical Skills Requirement

nStrong troubleshooting across Windows, macOS, hardware, software & peripheralsn

Solid understanding of OSI Model, TCP/IP, networking fundamentals (DNS, DHCP, VPN, WiFi)

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Expertise in Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and endpoint apps

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Experience with ITSM tools like ManageEngine SDP / ZOHO Projects

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Knowledge of Active Directory, basic GPO, user lifecycle management

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Hands-on use of remote support tools and desktop management platforms

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Understanding of security practices, endpoint protection, MFA, phishing handling

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Managerial Skills Requirement

nExcellent communication, customer empathy & conflict resolutionn

Vendor & partner management, including SLA/KPI governance

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Crossfunctional coordination with Application, SAP, Security, Infra teams

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ITILaligned process leadership (Incident, Request, Problem, Change)

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Ability to manage highseverity incidents & drive root cause elimination

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Strong reporting capabilitydashboards, service metrics, and executive updates

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Ownership of documentation, SOPs, KBs & training enablement for L1/L2 teams

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Preferred Certifications

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ITIL v4 Foundation

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PMP

nMicrosoft 365 Certified: Endpoint Administrator / Up-to-date Desktop Administratorn

Summary / Purpose of the department The Role Mandate

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End User Support Manager is responsible for delivering a world-class digital workplace experience across the enterprise by owning end-user support operations, device management, collaboration tools, and user satisfaction.

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This role ensures business continuity, security compliance,



and high employee productivity by leading L1–L3 support teams, enforcing service standards, and driving automation, governance, and continuous improvement.

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The role acts as the single point of accountability for all end-user technology services.

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Key Objectives

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- Ensure near-zero disruption to business users
- Drive first-contact resolution and SLA adherence
- Maintain secure, compliant, and well-governed endpoints
- Improve employee digital experience (DEX)
- Establish IT as a trusted business partner

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Core Responsibilities

n1.n

End User Support

nOwnership (L1–L3 Governance)n

- Own and govern all L1, L2 and L3 end-user support operations
- Ensure support delivery through:
- Service Desk platforms
- Phone, email, chat and walk-in channels
- Define, monitor, and enforce:
- SLAs, OLAs, priority handling and escalation paths
- Drive root-cause analysis (RCA) for recurring issues
- Act as incident commander for major end-user outages
- Endpoint & Device Lifecycle Management
- Own the enterprise endpoint ecosystem:
- Laptops, desktops, mobile devices, peripherals
- Govern:
- Device provisioning and standard builds
- OS imaging, patching and upgrade cycles




- Hardware refresh and warranty management
- Ensure endpoint security through:
- Antivirus and EDR (Sentinel1)
- BitLocker and data protection
- Various blocking policies
- Zscaler
- Microsoft 365 & Digital Workplace Enablement
- Own enterprise support for:
- Outlook, Teams, OneDrive, SharePoint
- Drive:
- Adoption, stability and performance of collaboration tools
- Reduction in productivity issues
- Ensure smooth operation of:
- MFA, password, mailbox, and access workflows
- Identity, Access & Zero-Trust Enforcement
- Govern:
- AD and Azure AD user lifecycle
- Role-based access control and least-privilege
- Ensure:
- MFA compliance
- Device compliance enforcement
- Act as first line of defence for the below and work with Cybersecurity team / CISO for:
- Phishing
- Malware
- Account compromise
- User Onboarding & Exit Governance
- Own Day-1 productivity and Day-0 security:
- Device readiness
- Account and application access
- Secure de-provisioning
- Coordinate with:
- HR
- Security
- Infrastructure, Application and SAP teams

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Service

nExcellence & Knowledge Governancen
- Own the:
- Knowledge base
- SOPs
- Support playbooks
- Drive:
- Self-service adoption
- Ticket deflection
- Ensure asset, license, and CMDB accuracy
- Ensure accurate tracking of laptops, desktops, peripherals, software licenses, and mobile devices.
- Implement and govern asset lifecycle processes (procurement deployment disposal).
- Maintain updated inventory in CMDB / asset tools.
- Ensure compliance with ISO 27001, SOX, ITGC, and in

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📌 End User Support Manager (Pune)
🏢 Kirloskar Brothers
📍 Pune