Lead IT Service Engineer

Overview

Lead day-to-day Service Desk operations as the senior technical escalation point for IT Services, supporting identity, Microsoft 365, Windows and macOS endpoints, collaboration services, and the employee lifecycle. Own SLA performance, ITIL process adherence, vendor coordination, service reporting, automation, continuous improvement, executive support, and engineer mentoring.

What you'll do

• Lead daily Service Desk operations, including ticket queue management, shift and roster planning, workload distribution, and on-call coverage.
• Ensure support SLAs are consistently met and take prompt corrective action when service levels fall short.
• Review weekly Service Desk performance reports with the IT team and present findings and action plans to IT Management.
• Ensure the team follows the ITIL framework and formal change management procedures.
• Coordinate with vendors and third-party partners on support, procurement, and service delivery.
• Track IT assets and hardware and software inventory, and support technology procurement.
• Provide IT Management with regular status updates on tasks, projects, and priority issues.
• Lead troubleshooting for complex incidents affecting users, endpoints, applications, identity, and collaboration services.
• Coordinate cross-team resolution with Infrastructure, Security, Network, and Application teams.
• Participate in the weekend on-call rotation to handle critical incidents, coordinate escalations, and restore service.
• Identify recurring issues and implement lasting fixes, self-service options, and measurable improvements.
• Administer and improve Okta SSO, MFA, application integrations, group management, and lifecycle processes.
• Validate access configurations, attribute mappings, and provisioning and deprovisioning flows.
• Promote secure access practices and lead access reviews, audit readiness, and lifecycle governance.
• Manage advanced administration across Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, and endpoint services.
• Lead Windows device deployment, configuration, and service improvements.
• Lead macOS and MacBook fleet management using Iru, including zero-touch deployment through Apple Business Manager, Blueprints, Library items, configuration profiles, app deployment, OS updates, and patching.
• Administer macOS compliance and security controls such as FileVault, Gatekeeper, and device posture policies.
• Troubleshoot complex macOS hardware, OS, and application issues.
• Deliver white-glove support for executives and VIP users, including technology readiness for meetings, presentations, and visits.
• Support and troubleshoot Zoom, Microsoft Teams, Zoom Rooms, and conference room AV.
• Provide live support for town halls, training sessions, and key business meetings.
• Perform proactive conference room and meeting technology checks.
• Improve FreshService service catalogs, workflows, dashboards, reports, ticket routing, assignment logic, and SLA practices.
• Build automation using Okta Workflows, FreshService Workflow Automator, Power Automate, scripting, or approved AI tools.
• Evaluate new technologies, AI tools, and automation opportunities, and adopt them responsibly where they improve service delivery.
• Lead onboarding, offboarding, contractor management, access changes, device readiness, and asset retrieval.
• Mentor and coach engineers through regular check-ins and run knowledge-sharing sessions.
• Create and maintain SOPs, support standards, knowledge articles, and operational runbooks, and review the team's technical documentation.

What you'll need

• 8+ years of experience in IT services, Service Desk, or end-user support, including at least 2 years in a lead or supervisory role.
• Proven experience managing Service Desk operations, including SLA management, rostering, queue management, and performance reporting.
• Strong working knowledge of ITIL practices, including incident, request, problem, and change management.
• Advanced administration and troubleshooting across Okta, Microsoft 365, Entra ID or Active Directory, Intune, and Exchange Online.
• Hands-on experience with Okta SSO, SCIM, MFA, provisioning, deprovisioning, and application integrations.
• Strong hands-on experience administering Iru, formerly Kandji, to manage MacBooks at scale, including Apple Business Manager, Blueprints, configuration profiles, and macOS security and compliance.
• Strong FreshService knowledge, including service catalog, workflow, routing, dashboard, and reporting configuration.
• Experience with automation platforms and scripting, such as Okta Workflows, FreshService Workflow Automator, Power Automate, PowerShell, or Bash.
• Experience supporting executives, Zoom Rooms, Microsoft Teams, and conference room AV technologies.
• Experience managing vendors, IT asset inventory, and technology procurement.
• Strong analytical and problem-solving skills, including root cause analysis, interpreting service data and trends, and translating findings into practical, lasting improvements.
• Strong leadership, communication, and stakeholder management skills, with the ability to manage competing priorities under pressure.
• BE/B.Tech/BCA/MCA or B.Sc., preferably in Computer Science, Information Technology, or a related field.

Nice to have

• Hands-on experience with Okta Workflows and AI-enabled service desk tools.
• Experience supporting audits, access reviews, and security compliance programs.
• Proven track record of delivering measurable automation, self-service, and service improvement outcomes.
• Certifications such as ITIL 4 Foundation or higher, Okta Certified Administrator, Microsoft 365 Certified: Endpoint Administrator or Administrator Expert, and Iru (Kandji) or Apple Certified Support Professional (ACSP).

Details

• Location: Pune, India.
• Team: Corporate IT – IT Services.
• Reports to: Senior Manager, IT.
• Participate in the weekend on-call rotation.