Role Overview:

Manage the Desktop Support function, ensuring reliable end-user IT support, SLA adherence, team performance, endpoint management, and timely resolution of incidents.

Key Responsibilities:

- Lead and manage the L1/L2 Desktop Support team and daily operations.
- Ensure SLA/KPI compliance, ticket backlog control and timely escalations.
- Support Windows, Linux and macOS environments.
- Manage desktops, laptops, printers, peripherals, VPN and end-user applications.
- Oversee IT asset lifecycle, procurement, RMA and inventory.
- Coordinate with Network, Infrastructure, Security, DevOps and Application teams.
- Handle P1/P2 escalations and major incidents.
- Drive RCA, recurring-issue reduction and continuous improvement.
- Develop SOPs, knowledge-base documentation and troubleshooting guides.
- Manage IT support vendors and ensure service quality.




- Prepare regular management reports on SLA,tickets, aging, incidents, assets and team performance.

Technical Skills:

- Windows 10/11, Linux, macOS
- Active Directory & Group Policy
- Microsoft Office / Microsoft 365
- TCP/IP, DNS, DHCP and VPN
- Endpoint Security / EDR
- Hardware & software troubleshooting
- ITSM / Ticketing tools
- PowerShell / Shell scripting is an advantage

Key Skills:

Team Leadership | Incident Management | SLA Management | Troubleshooting | Vendor Management | Communication | Problem Solving | Continuous Improvement

Education: Bachelor's degree in IT, Computer Science, Engineering or related field. ITIL certification is an advantage.

📌 Desktop Support Manager (Pune)
🏢 Aurus
📍 Pune