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.
Robust experience in End-User/Desktop/Laptop Support.
Hands-on experience with Windows Operating Systems and Microsoft 365.
Experience with IT ticketing / ITSM tools.
Positive understanding of ITIL/ITSM processes, incident and escalation management.
Strong 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 settings.
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 (India)
🏢 GKS INFOTECH
📍 India