Key Responsibilities

End-User Support & Service Delivery: Lead IT support operations across multiple locations, managing a team of 35 L1 and L2 end-user support specialists. Define service level agreements (SLAs), oversee incident and escalation management, and monitor help desk performance metrics.

Endpoint & Device Management: Oversee the lifecycle of laptops, desktops,mobile devices, and peripherals, including deployment, configuration, patching, and Unified Endpoint Management (UEM).

IT Asset & Inventory Management: Maintain accurate records of hardware assets, software licences, inventory levels, and spare equipment, and support compliance audits.

Collaboration & Email Platforms: Manage enterprise email, productivity suites, and communication tools, and collaborate with cybersecurity teams on threat mitigation and data protection.

Vendor & Budget Governance: Manage external IT service providers, contract renewals, software licensing costs, and operational budgets.

Access & Security Governance: Partner with IT security teams on identity and access management (IAM), software provisioning, and compliance audits.

Process Automation & Continuous Improvement: Drive improvements in self-service portals,



ticketing workflows (e.g., ServiceNow and Jira), and automation to reduce recurring incidents and resolution times.

Technical Expertise:
Robust understanding of IT infrastructure, hardware, software, networking
concepts, and troubleshooting methodologies.
Solid knowledge of SCCM and Intune for device management, patching, and
application deployment.
Knowledge of Active Directory, including user and group management.
Familiarity with LAN and Wi-Fi troubleshooting and the resolution of connectivity
issues.
Experience managing print solutions in a corporate setting.
Knowledge of enterprise-level device management for Windows devices, iPads,
and Android tablets.
Knowledge of identity and access management (IAM).

Role: IT Support - Other, Industry Type: Pharmaceutical & Life Sciences, Department: IT & Information Security, Employment Type: Full Time, Permanent Role Category: IT Support Education UG: Any Graduate read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills End User Support System SupportDesktop Support

📌 End User Support Manager Bengaluru
🏢 BIOCON BIOLOGICS
📍 Bengaluru