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 remediation and encryption compliance.
- Support ISO 27001, SOX, PCI-DSS, GDPR, internal audits, audit evidence, and documentation.
- Coordinate with Information Security teams for compliance and remediation activities.

ITSM Process Management
- Drive ITIL best practices across Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management, and Service Catalog management.
- Lead Continuous Service Improvement initiatives to improve service maturity.

Team Leadership
- Lead, mentor, and develop Service Desk engineers.
- Manage resource planning, shift scheduling, performance coaching, training, recruitment, onboarding, and succession planning.
- Foster a customer-centric support culture.

Customer Experience
- Improve CSAT and analyze Voice of Customer feedback.
- Reduce repeat incidents and improve user communication during outages.
- Publish service health updates and conduct service review meetings with business stakeholders.

Vendor Management
- Manage OEM and third-party support vendors, hardware warranty services,



vendor SLAs, vendor performance reviews, and annual maintenance contracts.
- Escalate critical issues to vendors when required.

Reporting and Governance
- Prepare weekly and monthly operational dashboards covering SLA compliance, FCR, MTTR, ticket backlog, aging tickets, CSAT, agent productivity, and repeat incidents.
- Present service performance to leadership and conduct governance meetings.

Automation and Digital Transformation
- Identify repetitive manual tasks for automation and self-service enablement.
- Drive virtual agents, AI chatbots, password reset automation, software self-installation, auto-remediation, and self-healing capabilities.
- Integrate monitoring tools with ITSM and leverage AI for ticket summarization, knowledge generation, and resolution recommendations.

Knowledge Management
- Create and maintain knowledge articles, SOPs, runbooks, and standardized troubleshooting guides.
- Review documentation regularly and promote knowledge reuse across teams.

Business Continuity and Major Incident Management
- Participate in Disaster Recovery and Business Continuity Planning.
- Coordinate major incident bridges, outage communications, RCA, and CAPA tracking.

Financial and Asset Management
- Support budget planning for end-user computing, license optimization, hardware lifecycle management, software asset management, cost optimization, procurement planning, and forecasting.

Strategic Responsibilities
- Define the End User Computing roadmap and evaluate current technologies and tools.

Standardize global support processes and align IT support services with business objectives

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