Job Description Lead - IT Service Desk Operations and IT Audit & Compliance

The candidate will be responsible for managing IT Service Desk operations and acting as the primary IT SPOC for all audit and compliance-related activities. The role will ensure smooth IT support services, timely submission of audit artifacts, compliance with ODC requirements, and closure of audit observations across the organization.

Key Responsibilities

IT Service Desk Operations

- Manage day-to-day IT Service Desk operations and end-user support.
- Lead and guide Service Desk team members.
- Ensure incidents and service requests are resolved within defined SLAs.
- Manage user onboarding, offboarding, access provisioning, and IT asset allocation.
- Monitor ticket queues, escalations, service quality, and user satisfaction.
- Prepare and share Service Desk performance reports and dashboards.
- Drive continuous improvement and Automation in IT support processes.

IT Audit Coordination & Compliance Support

- Act as the single point of contact (SPOC) from IT for all audit and compliance activities.
- Coordinate with Compliance, Information Security, and Audit teams for audit requirements.
- Collect audit artifacts and evidence from various IT teams and submit them within agreed timelines.
- Maintain audit trackers, evidence repositories, and audit documentation.
- Coordinate Internal Audits, External Audits, ISO Audits, Client Audits, and ODC Audits.




- Ensure all ODC controls are implemented and maintained on endpoints and IT infrastructure.
- Conduct periodic reviews to verify compliance with ODC and client requirements.
- Track audit findings and coordinate with respective teams for timely closure.
- Follow up on corrective actions and provide regular status updates to management.
- Support the review and maintenance of IT policies, SOPs, and operational documents.

Required Skills

- IT Service Desk Operations
- IT Audit Coordination
- Audit Documentation & Evidence Management
- ODC Compliance Management
- ITIL Processes
- Stakeholder Management
- Reporting & Documentation

Tools

- ManageEngine ServiceDesk Plus
- ManageEngine Endpoint Central
- Microsoft 365
- Active Directory
- SharePoint
- Microsoft Excel & Power BI

Experience & Qualifications

- Bachelor's degree in IT, Computer Science, or related field.
- 8–10 years of overall IT experience.
- Minimum 5–6 years in IT Service Desk Operations.
- Experience supporting Internal, External, ISO, Client, and ODC Audits.
- Positive understanding of IT controls, audit processes, and compliance requirements.
- ITIL and ISO 27001 certifications will be an added advantage.

Key Success Metrics

- Service Desk SLA Compliance
- Audit Artifact Submission – 100% On-Time
- Audit Observation Closure – 100% within agreed timelines
- ODC Compliance Reviews Completed as Planned
- Zero Audit Escalations
- High User Satisfaction (CSAT)

📌 Lead IT Service Desk Operations and IT Audit & Compliance (New Delhi)
🏢 Incedo
📍 New Delhi