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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing IT Deskside Operations and End User Computing environments, with a strong focus on operational excellence, service quality, and compliance. Proven ability to lead large-scale IT projects and teams while driving user engagement and technology adoption.
Highest-signal resume keywords
ITIL Best PracticesServiceNow (SNOW) ManagementMicrosoft Endpoint ManagerWindows Endpoint ManagementStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
End User Computing (EUC)IT Operations ManagementWindows AutopilotAzure Active DirectoryMicrosoft 365 TechnologiesVirtual Desktop Infrastructure (VDI)Hardware Asset ManagementSoftware Asset ManagementAnalytical SkillsOperational Analytics
Soft Skills
Customer Service OrientationProblem-Solving SkillsInfluencing SkillsCommunication SkillsLeadership Skills
Tools & Technologies
ServiceNowMicrosoft SCCMMicrosoft IntuneCitrixVMware Horizon
Industry Keywords
IT Service ManagementOperational ExcellenceComplianceTechnology TransformationManaged Service Providers
Tech Stack
Tools & technologiesAzureCitrixCloudDNSITSMServiceNowVMware
About the role
Key responsibilities & impact- Lead and manage IT Deskside Operations across India
- Drive operational excellence through proactive service monitoring, performance metric analysis, and continuous process improvement
- Ensure adherence to ITIL and IT Service Management best practices
- Serve as escalation point for critical incidents, service disruptions, and business-impacting technology issues
- Hold teams accountable for service quality, operational discipline, project execution, and compliance
- Ensure exceptional end-user support and customer satisfaction across supported locations
- Drive adoption and utilization of enterprise technologies through user engagement, training, and awareness programs
- Improve end-user productivity through automation, self-service, and process optimization
- Collaborate with business stakeholders to understand technology needs and improve service offerings
- Lead high-priority initiatives and large-scale IT projects
- Partner with global IT teams on technology deployments, migrations, upgrades, and transformation programs
- Define processes, procedures, and operational policies that improve efficiency and governance
- Own end-to-end IT asset lifecycle management, including procurement, deployment, inventory, recovery, refresh, redeployment, and disposal
- Develop governance frameworks for asset accuracy, compliance, and audit readiness
- Drive technology refresh and hardware lifecycle programs
- Maintain IT asset repositories and reporting capabilities
- Support internal and external audits and ensure corporate, regulatory, and security compliance
- Manage Managed Service Providers and third-party vendor relationships
- Collaborate with Legal, Finance, Procurement, HR, Facilities, and business leadership teams
- Partner with Infrastructure, Security, Network, Voice, VDI, Cloud, and Application teams
- Provide operational reviews and executive updates to senior leadership
Requirements
What you’ll need- Strong experience managing enterprise End User Computing (EUC) and IT Operations environments
- Hands-on experience with ServiceNow (SNOW), including Incident Management, Change Management, CMDB, Asset Management, Service Catalog, and reporting
- Experience administering or managing teams supporting Microsoft SCCM (Configuration Manager) and Microsoft Intune
- Strong understanding of Windows endpoint management, operating system deployment, software packaging, patch management, endpoint compliance, and device provisioning
- Experience with Microsoft Endpoint Manager, Windows Autopilot, and modern device management methodologies
- Working knowledge of Azure Active Directory (Entra ID), Active Directory, Group Policy, and Identity & Access Management concepts
- Experience supporting Microsoft 365 technologies including Outlook, Teams, OneDrive, and SharePoint
- Familiarity with Virtual Desktop Infrastructure (VDI) environments such as Citrix and VMware Horizon
- Strong understanding of hardware asset management and software asset management practices
- Knowledge of endpoint security technologies, encryption, vulnerability remediation, compliance, and device governance
- Experience supporting and governing IMACD processes
- Working knowledge of enterprise networking fundamentals including LAN, WAN, VPN, Wireless, DNS, and DHCP
- Familiarity with reporting, dashboarding, and operational analytics
- Proven ability to lead large operational teams in a complex enterprise environment
- Strong stakeholder management and executive presence
- Demonstrated success managing geographically distributed support teams and managed service providers
- Exceptional customer service orientation with a focus on business outcomes
- Strong analytical and problem-solving skills
- Ability to influence cross-functional teams and drive organizational change
- Excellent verbal, written, and presentation skills
- Ability to perform effectively under pressure while managing competing priorities
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field
- 8-12 years of overall IT experience
- 4-6 years of leadership experience within IT Operations, End User Computing, Deskside Support, or Infrastructure Operations
- Demonstrated experience managing large-scale endpoint environments and enterprise technology operations
- Experience leading teams of IT engineers, support analysts, and managed service partners
- Proven experience managing complex operational and technology transformation initiatives
- Experience engaging with senior business and executive stakeholders
- Location: Gurugram, India or Noida, India
Benefits
Comp & perks- Robust set of employee benefits and engagement activities
- Opportunities to learn and grow through rewarding interactions, collaboration, and freedom to explore professional interests
- Opportunities to contribute, innovate, and create meaningful work
- Competitive benefits package