Senior IT Operations & Managed Services Lead

Location: Ernakulam, Kerala – Client Site

Experience: 6–10 Years

Employment Type: Full-Time

Job Summary

We are looking for an experienced Senior IT Operations & Managed Services Lead to manage IT operations at a client site and lead a team of 3–4 IT Engineers. The candidate will be responsible for end-user support, IT operations, customer coordination, team management, incident handling and service reporting.

Key Responsibilities

- Manage day-to-day IT operations and lead a team of 3–4 IT Engineers.
- Provide End-User Computing (EUC) support for desktops, laptops, Windows OS, Microsoft 365, printers and peripherals.
- Handle IT ticketing/ITSM, incident management, service requests and SLA tracking.
- Troubleshoot basic LAN/WAN, Wi-Fi, VPN, DNS and DHCP issues.
- Coordinate with network, infrastructure, security and vendor teams for escalations.
- Act as the primary IT contact for the client and manage customer communication.
- Prepare and present weekly/monthly service reports and governance updates.
- Track incidents, action items, escalations and ensure timely closure.
- Manage team workload, productivity,



shift coverage and SLA adherence.

Mandatory Requirements
- 6–10 years of experience in IT Operations / Managed Services / IT Support.
- Experience handling US-based clients/stakeholders is mandatory.
- Proven experience managing or leading an IT support team.
- Strong experience in End-User/Desktop/Laptop Support.
- Hands-on experience with Windows Operating Systems and Microsoft 365.
- Experience with IT ticketing / ITSM tools.
- Good understanding of ITIL/ITSM processes, incident and escalation management.
- Solid communication, presentation and customer-handling skills.
- Willingness to work from the client site in Ernakulam and support rotational/night shifts when required.
- Bachelor's degree in IT, Computer Science, Engineering or a related field.

Preferred
- Experience in enterprise/managed service environments.
- ITIL, Microsoft, Cisco, CompTIA or similar certifications.
- Basic knowledge of networking, VPN, firewall and Active Directory/Entra ID.

Pay: From ₹35,000.00 per month

Work Location: In person

📌 Senior IT Operations & Managed Services Lead (Kochi)
🏢 GKS INFOTECH
📍 Kochi