Experience: 10+ years

Work from the office all 5 days

Location:Ambit, Chennai

Role Overview

We are looking for an experienced IT Service Desk Lead / Manager to manage service desk and end user support operations. The role will be responsible for SLA adherence, team leadership, incident and request management, endpoint support, ITSM governance, customer experience, reporting, automation, and continuous improvement across enterprise IT support services.

Key Responsibilities

Service Desk Operations
- Lead day-to-day IT Service Desk and End User Support operations.
- Ensure adherence to SLAs, OLAs, and KPIs.
- Manage L1/L2 support teams across multiple locations.
- Oversee incident, service request, problem, and major incident management.
- Ensure timely ticket assignment, escalation, and resolution.
- Monitor queue health, workload distribution, First Call Resolution, and ticket aging.

End User Support
- Provide support for desktops, laptops, thin clients, and mobile devices.
- Manage Windows, macOS, and mobile operating systems support.
- Support Microsoft 365, Teams,



Outlook, OneDrive, and collaboration tools.
- Handle printer, conferencing, and meeting room technologies.
- Coordinate VIP and executive support, including remote support for work-from-home users.

Identity and Access Management
- Manage user onboarding and offboarding activities.
- Administer Active Directory and Microsoft Entra ID / Azure AD users.
- Support password resets, account unlocks, MFA, group membership, and access management.
- Manage license allocation for Microsoft E1/E3/E5 and other SaaS applications.

Endpoint Management
- Manage endpoint lifecycle from procurement to disposal.
- Drive software deployment, patch management, OS deployment, and imaging.
- Monitor endpoint compliance, asset inventory, CMDB accuracy, and hardware refresh planning.

Security and Compliance
- Ensure endpoint security compliance and coordinate antivirus/XDR/EDR health monitoring.
- Support vulnerability

📌 Service Desk Lead (Chennai)
🏢 Movate Technologies
📍 Chennai