Service Desk Team Leader

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. Headquartered in Mumbai since 2008, the company now sells in 40 countries and supports customers in 11 languages.

Position summary:

This is a new position created as the team has grown over the last year. Our operations team closes around 600 tickets a month and needs one more person on the desk. This role is fully remote within India.

Day to day:

• Connect remote users to VPN and troubleshoot access issues
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• Write and update knowledge base articles for common problems
• Escalate network, server and application problems to the right team with clear notes

Minimum qualifications:

• 7+ years of help desk or desktop support experience
• High school diploma or GED required. Associate degree in IT preferred
• Experience with Active Directory user and group management
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Working knowledge of Windows 10/11 and basic macOS support
• CompTIA A+ certification or equivalent hands-on experience
• Familiarity with Microsoft 365 admin tasks

Preferred qualifications:

• Intune, Jamf or SCCM/MECM
• Experience supporting healthcare, legal or manufacturing environments
• ITIL 4 Foundation
• Basic PowerShell scripting

Schedule: Monday to Friday, 8:00 AM to 5:00 PM

Rate: ₹8,50,000-₹10,50,000 per annum

Compensation and benefits:

• Health insurance for you and your family
• Provident fund
• Paid leave

The posting will close once we have a strong shortlist.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Himalaya Apps.