ASSOCIATE ARCHITECT - END User Computing

Happiest Minds Technologies; Bengaluru; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Happiest Minds Technologies in Bengaluru, India is seeking an experienced End User Support Lead to oversee Windows and macOS environments, providing technical leadership and high-quality user support.

The role includes L2/L3 desktop support, asset lifecycle, onboarding/offboarding, and support for Microsoft 365, Intune, Jamf, and Entra ID integration, with a focus on global coverage and continuous improvement.

Qualifications

• 8-12 years of experience in end user computing/support.
• Experience leading end user support teams across Windows and macOS environments.

Responsibilities

• Provide L2/L3 support for desktops, laptops, mobile devices, printers, and peripherals.
• Lead support activities for Windows and macOS environments.
• Troubleshoot hardware, software, OS, and network issues.
• Manage onboarding/offboarding and asset lifecycle activities.
• Support collaboration tools including Microsoft 365, Teams, Outlook, OneDrive, SharePoint.
• Configure and support Mac devices integrated with Windows enterprise environments.
• Manage software deployment, patching, and endpoint security compliance.
• Coordinate with infra, network, security, and app teams for issue resolution.
• Lead a team of End User Support engineers and manage ticket queues.
• Handle major incidents and executive escalations.
• Mentor, train, and provide technical guidance to team members.
• Maintain knowledge articles, SOPs, and documentation.
• Participate in governance reviews and service improvement initiatives.
• Coordinate with vendors for warranty, procurement, and asset management.
• Ensure software licensing compliance and optimization.

Skills

Windows 10/11

macOS

Microsoft 365 Administration

Entra ID / Azure AD

Intune

Jamf

SCCM / MECM

AD / Directory Services

ITIL Foundation

ServiceNow

Tools

SCCM/MECM

Intune

Jamf Pro

VPN/Remote Access

ServiceNow

Microsoft 365 Admin Center

Job description

Job DescriptionEnd User Support Lead (Windows & Mac Support)Experience

8-12 Years

Role Summary

We are seeking an experienced End User Support Lead to manage and support end-user computing services across Windows and Mac environments. The candidate will be responsible for providing technical leadership, ensuring high-quality user support, managing escalations, maintaining endpoint compliance, and driving continual improvements in end-user experience and service delivery.

Key ResponsibilitiesTechnical Support & Operations

• Provide L2/L3 support for desktops, laptops, mobile devices, printers, and peripherals.
• Lead support activities for both Windows and macOS environments.
• Troubleshoot hardware, software, operating system, and network connectivity issues.
• Manage user onboarding, offboarding, and asset lifecycle activities.
• Support collaboration tools including Microsoft 365, Teams, Outlook, OneDrive, and SharePoint.
• Configure and support Mac devices integrated with Windows-based enterprise environments.
• Manage software deployment, patching, and endpoint security compliance.
• Coordinate with infrastructure, network, security, and application teams for issue resolution.

Mac Support Responsibilities

• Install, configure, and troubleshoot macOS devices.
• Support Apple hardware including MacBook Pro, MacBook Air, iMac, and peripherals.
• Manage device enrollment through MDM solutions such as Jamf, Intune, or similar tools.
• Support access to corporate resources, VPNs, file shares, printers, and Microsoft 365 applications from Mac devices.
• Troubleshoot Mac performance, authentication, storage, and connectivity issues.
• Support integration of Mac systems with Active Directory / Entra ID environments.

Leadership & Service Management

• Lead a team of End User Support engineers.
• Manage ticket queues and ensure adherence to SLAs.
• Handle major incidents and executive escalations.
• Monitor service performance and implement process improvements.
• Provide mentorship, training, and technical guidance to team members.
• Maintain knowledge articles, SOPs, and technical documentation.
• Participate in governance reviews and service improvement initiatives.

Vendor & Asset Management

• Coordinate with vendors for warranty, hardware replacement, and procurement activities.
• Manage endpoint inventory, asset tracking, and audit compliance.
• Ensure software licensing compliance and optimization.

Required SkillsTechnical Skills

• Strong experience supporting Windows 10/11 and macOS environments.
• Hands-on experience with:
  • Microsoft 365 Administration
  • Entra ID (Azure AD)
  • Active Directory
  • Intune and/or Jamf
  • SCCM/MECM
  • VPN and Remote Access Technologies
  • Endpoint Security Platforms
  • Printer and Peripheral Support
• Knowledge of networking fundamentals (DNS, DHCP, TCP/IP, Wi-Fi).

Service Management

• ITIL Foundation preferred.
• Experience in Incident, Request, Problem, and Change Management processes.
• Strong understanding of ServiceNow or similar ITSM platforms.

Preferred Qualifications

• ITIL Foundation Certification.
• Microsoft Modern Desktop Administrator certification.
• Jamf Certified Associate/Admin certification.
• Apple Device Support Certification.

Soft Skills

• Excellent communication and stakeholder management skills.
• Ability to manage executive and VIP user support.
• Strong analytical and troubleshooting abilities.

Team leadership and mentoring capabilities.

Customer-centric mindset with a focus on user experience.

Support Coverage: Global / Regional support operations, including VIP and executive user support.