Job Description:
Key Responsibilities
Onsite Operations & Team Leadership
- Lead and coordinate the daily activities of the onsite IT support team.
- Allocate and prioritise incidents, service requests and operational activities across team members.
- Ensure adequate support coverage during agreed business/support hours.
- Act as the first point of escalation for operational and technical issues requiring onsite intervention.
- Conduct regular team reviews and ensure adherence to defined processes and procedures.
- Coordinate shift, leave and backup coverage to maintain service continuity.
End-User & Workplace Support
- Provide and oversee onsite support for desktops, laptops, monitors, docking stations, printers and associated workplace peripherals.
- Support Windows operating systems, Microsoft 365 applications and standard enterprise workplace tools.
- Coordinate troubleshooting of hardware, software, connectivity and user-access-related issues.
- Support device installation, configuration, replacement, refresh and decommissioning activities.
- Provide onsite assistance for meeting-room and collaboration technology issues where applicable.
- Coordinate with remote resolver groups for issues requiring specialised technical support.
Incident & Service Request Management
- Monitor open incidents and service requests and ensure timely resolution within agreed SLAs.
- Ensure tickets are appropriately assigned, updated and closed with adequate resolution details.
- Follow up on ageing, breached or high-priority tickets.
- Coordinate Major Incident support requiring onsite activities.
- Identify recurring issues and work with relevant resolver teams towards permanent resolution.
Asset & Inventory Coordination
- Support IT asset movement, allocation, collection and replacement activities.
- Ensure appropriate documentation and tracking of devices handled by the onsite team.
- Coordinate stock availability for commonly required replacement equipment and peripherals.
- Support periodic asset verification and reconciliation activities as required.
- Ensure equipment is handled in accordance with applicable security and asset-management procedures.
Stakeholder & Vendor Coordination
- Act as the primary operational interface for onsite workplace support at the Mumbai location.
- Coordinate with business users, service desk, infrastructure teams, vendors and other resolver groups.
- Provide clear updates on critical incidents, service issues and operational dependencies.
- Coordinate vendor visits and third-party support activities where required.
- Escalate risks, delays and dependencies to the appropriate service management stakeholders.
Service Management & Reporting
- Track service performance against agreed SLAs and operational targets.
- Review ticket backlog, ageing and recurring support issues.
- Provide regular operational status and escalation updates.
- Participate in service reviews and operational meetings as required.
- Identify opportunities for service improvement, automation and reduction of recurring incidents.
- Maintain appropriate operational documentation, knowledge articles and support procedures.
Governance & Compliance
- Ensure team adherence to customer and organisational processes, policies and security requirements.
- Follow applicable change, incident, request, asset and access-management processes.
- Ensure appropriate approvals are obtained before performing controlled activities.
- Support audit and compliance requirements relevant to onsite workplace support.
Required Skills & Experience
- Strong experience in onsite IT / End User Computing / Workplace Support.
- Prior experience leading or coordinating a team of desktop/onsite support engineers.
- Strong knowledge of:
- Windows desktop/laptop support
- Microsoft 365 applications
- Hardware and peripheral troubleshooting
- Enterprise user support
- Incident and service request management
- IT asset lifecycle activities
- Basic LAN/Wi-Fi and connectivity troubleshooting
- Working knowledge of ITIL-based service management processes.
- Experience working with enterprise ITSM/ticketing tools such as ServiceNow or equivalent.
- Ability to manage escalations and prioritise multiple operational issues.
- Strong customer-facing and stakeholder-management skills.
- Good written and verbal communication skills.
- Ability to work effectively with remote infrastructure and resolver teams.
Preferred Qualifications
- Bachelor’s degree or diploma in IT, Computer Science, Engineering or a related discipline.
- ITIL Foundation certification preferred.
- Relevant Microsoft, desktop support or workplace technology certifications would be advantageous.
- Previous experience supporting a large enterprise or regulated environment would be beneficial.
Key Competencies
- Team leadership and coordination
- Customer orientation
- Ownership and accountability
- Technical troubleshooting
- SLA and service management
- Incident and escalation management
- Stakeholder communication
- Planning and prioritisation
- Process and compliance discipline
- Problem-solving and continuous improvement
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