Lead, IT / Senior Lead, IT

About the role

Job Purpose Looking for a senior Endpoint Operations Leader (GB06) responsible for driving end-to-end Service Desk, Contact Center, and Endpoint Tools & Technology operations. The role will focus on delivering superior end-user experience, ensuring high-quality support services, optimizing operations through automation and self-service, and managing large-scale service delivery across enterprise environments. Duties and Responsibilities • Service Desk Operations Leadership: Lead centralized and distributed Service Desk operations ensuring high availability, responsiveness, and service excellence • Contact Center Management: Oversee omni-channel IT support operations including call centers, chat support, self-service portals, and virtual agents • Tools & Technology Governance: Manage and optimize endpoint tools (SCCM, Intune, JAMF), ITSM platforms (ServiceNow/Remedy), and support technologies • User Experience & Service Excellence: Drive CSAT improvement, reduce user effort, and enhance end-user experience through proactive and predictive support • ITIL Process Management: Ensure effective governance of Incident, Request, Problem, and Change Management processes • Automation & Self-Service: Drive implementation of automation, self-service portals, knowledge management, and AI-based support solutions • Vendor & Partner Management: Manage service desk vendors, contact center partners, and tool providers ensuring SLA adherence and service quality • Operational Performance Management: Track and improve key metrics like SLA, FCR, AHT, MTTR, backlog, and productivity • Reporting & Governance: Publish dashboards, MIS reports, and conduct service reviews with leadership and stakeholders • Continuous Improvement & Transformation: Drive digital workplace transformation initiatives and operational excellence programs Key Decisions / Dimensions 5. DECISIONS (Key decisions taken by job holder at his/her end) • Assigning right engineers at right place to ensure smooth operations. • KPIs to focus (MTTR, FCR, CSAT, etc.) • Renewals, cost negotiations, and vendor consolidation. Major Challenges • Managing multiple concurrent projects across EUC operations. • Coordinating between diverse stakeholders including different BU, IT Infrastructure and Support Functions. • Maintaining Service Quality & User Experience across diverse user bases. • Vendor & Partner Management ensuring vendor SLAs align with business SLAs. • Workforce & Skill Management Ensuring continuous training on new technologies/tools. • Security & Compliance Pressure to manage diverse user bases. Required Qualifications and Experience a) Minimum qualification required is BE / B.Tech / MBA / equivalent degree from a recognized university. b) 12-15 years of experience working as Project Manager or Service Delivery Manager in IT Operations, preferably in BFSI or software organizations. c) Experience in managing large-scale Service Desk & Contact Center operations d)Hands-on exposure to endpoint tools (SCCM, Intune, JAMF) and ITSM tools (ServiceNow, Remedy, etc.) e) Deep understanding of ITIL processes and service management frameworks f) Proven experience in automation, self-service, and digital support transformation g) Strong vendor and stakeholder management experience h) Strong analytical, reporting, and problem-solving skills i) Excellent leadership, communication, and team management capabilities

What you’ll do

• Lead centralized and distributed Service Desk operations ensuring high availability and service excellence
• Oversee omni‑channel IT support including call centers, chat, self‑service portals and virtual agents
• Manage and optimize endpoint tools and ITSM platforms
• Drive CSAT improvement, reduce user effort and enhance end‑user experience through proactive support
• Ensure effective governance of Incident, Request, Problem and Change Management processes
• Implement automation, self‑service portals, knowledge management and AI‑based support solutions
• Manage service desk vendors and contact center partners ensuring SLA adherence
• Track and improve key metrics such as SLA, FCR, AHT, MTTR, backlog and productivity

What you’ll bring

• BE/B.Tech/MBA or equivalent
• 12-15 years experience as Project Manager or Service Delivery Manager in IT Operations
• Experience managing large-scale Service Desk & Contact Center operations
• Hands‑on with SCCM, Intune, JAMF
• Experience with ServiceNow or Remedy
• Deep understanding of ITIL processes
• Proven automation and digital support transformation experience
• Strong vendor and stakeholder management

Skills