IT Helpdesk Site Lead

About the Role

The Sr. IT Helpdesk Site Lead is responsible for the delivery of end-user IT services at the Bangalore site. The role ensures that employees are securely provisioned, well supported and appropriately equipped throughout the employee lifecycle.

The incumbent will serve as the primary IT point of contact for the site. Responsibilities span identity and access management, Microsoft 365 and Azure administration, remote and on-site endpoint support, hardware lifecycle and vendor management, and the continuous improvement of IT processes through automation.

The position works in close partnership with the global IT team, Human Resources, Security and site management.

Key Responsibilities

• Act as the senior IT representative and primary point of contact for the Bangalore site.
• Prioritize and coordinate local IT workload, and provide guidance and mentoring to junior support staff where applicable.
• Report on site service levels, risks and improvement initiatives to IT management.
• Administer Okta, including user lifecycle management, group assignments, single sign-on (SSO) applications and multi-factor authentication (MFA) policies.
• Provision, modify and revoke access in accordance with the principle of least privilege and approved workflows.
• Conduct periodic user access reviews and maintain supporting evidence for internal and external audits.
• Administer Microsoft 365 user accounts, licenses, mailboxes, shared mailboxes and distribution lists.
• Resolve email-related issues, including mail flow, forwarding, aliases and mailbox permissions.
• Support Microsoft cloud services, including Entra ID (formerly Azure AD), Intune, Teams, SharePoint and OneDrive.
• Manage incidents and service requests in Jira Service Management (JSM) in accordance with defined service level agreements (SLAs).
• Configure and maintain JSM request types, queues, forms and knowledge base content.
• Use Jira to plan and track IT projects, recurring activities and process improvements.
• Diagnose and resolve issues on Windows and macOS devices remotely, using remote support and mobile device management (MDM) tools.
• Deploy software, patches and configuration profiles, and ensure devices remain compliant and encrypted.
• Escalate complex issues appropriately, with complete documentation of troubleshooting performed.
• Perform hardware diagnostics, component replacement and device reimaging.
• Manage relationships with local repair centers and vendors, including warranty claims and repair turnaround.
• Coordinate the delivery and collection of IT equipment to and from employees, including courier arrangements.
• Maintain accurate asset and inventory records from procurement through to disposal.
• Design, document and execute onboarding and offboarding procedures in partnership with Human Resources and line managers.
• Ensure new employees have accounts, access and configured equipment available on their first day, and timely offboarding including access revocation and secure device wiping.
• Automate repetitive tasks using tools such as Okta Workflows, JSM automation rules and scripting.
• Maintain integrations between HR systems, Okta, Microsoft 365, Jira and other SaaS applications.
• Adhere to, and help maintain, IT controls aligned with ISO/IEC 27001 and comparable frameworks such as SOC 2.
• Maintain procedures, runbooks and audit evidence in a complete and current state.
• Report security incidents and support the response to incidents affecting users or endpoints.

Required Qualifications

• Bachelor's degree in computer science, Information Technology or a related field, or equivalent professional experience.
• A minimum of 3 years of experience in IT support, service desk or IT operations, including experience in a senior or lead capacity.
• Demonstrated experience administering Okta, including lifecycle management, SSO, MFA and group rules.
• Strong proficiency in Microsoft 365 administration, including Exchange Online, mailboxes, distribution lists and licensing.
• Working knowledge of Microsoft Entra ID and Intune, or a comparable MDM solution.
• Practical experience with Jira and Jira Service Management, including queues, SLAs and automation rules.
• Sound understanding of ISO/IEC 27001 or comparable standards (SOC 2, GDPR, NIST) and their application to IT controls.
• Proven analytical and problem-solving skills in remote troubleshooting of Windows and macOS endpoints.
• Hands-on experience with hardware diagnostics, component replacement and device imaging.
• Experience designing and operating employee onboarding and offboarding processes.
• Excellent written and verbal communication skills in English, with a professional, service-oriented approach.
• Based in Bangalore and able to travel locally for equipment delivery, repairs and vendor engagement.

Preferred Qualifications

• Scripting experience in PowerShell, Bash or Python.
• Experience with integration and automation platforms such as Okta Workflows, Power Automate.
• Experience managing macOS devices with Kandji or a similar platform.
• Relevant certifications, such as Okta Certified Administrator, Microsoft 365 Certified: Administrator (MS-102), Microsoft Azure Fundamentals (AZ-900), CompTIA A+ or ITIL 4 Foundation.
• Direct involvement in ISO/IEC 27001 or SOC 2 audits.
• Familiarity with courier, customs and vendor processes for IT equipment in India.

Performance Expectations

• All new employees are fully provisioned with accounts, access and equipment on their start date.
• Access for departing employees is revoked on their final working day, and equipment is recovered promptly.
• Incidents and service requests are resolved within agreed SLAs, with consistently high user satisfaction.
• Access reviews and audit evidence are completed accurately and on schedule.
• Manual processes are progressively reduced through automation.
• Asset inventory is accurate, and repair turnaround times are tracked and reported.