Desktop Support Manager

Aurus; Pune District; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Aurus is seeking an experienced Desktop Support Manager to oversee the L1/L2 Desktop Support team across Windows, Linux and macOS environments. You will drive incident resolution, SLA adherence, and asset lifecycle management, coordinating with Network, Security, DevOps, and Applications teams to ensure reliable end-user IT support.

The role emphasizes RCA, process improvements, and development of SOPs and knowledge bases, along with vendor management and regular performance reporting.

Qualifications

• Bachelor's degree in IT, CS, Engineering or related field
• ITIL certification is an advantage
• Experience leading L1/L2 Desktop Support teams

Responsibilities

• Lead and manage the L1/L2 Desktop Support team and daily operations.
• Ensure SLA/KPI compliance, ticket backlog control and timely escalations.
• Support Windows, Linux and macOS environments.
• Manage desktops, laptops, printers, peripherals, VPN and end-user applications.
• Oversee IT asset lifecycle, procurement, RMA and inventory.
• Coordinate with Network, Infrastructure, Security, DevOps and Application teams.
• Handle P1/P2 escalations and major incidents.
• Drive RCA, recurring-issue reduction and continuous improvement.
• Develop SOPs, knowledge-base documentation and troubleshooting guides.
• Manage IT support vendors and ensure service quality.
• Prepare regular management reports on SLA,tickets, aging, incidents, assets and team performance

Skills

Team Leadership

Incident Management

SLA Management

Troubleshooting

Vendor Management

Communication

Problem Solving

Continuous Improvement

Education

Bachelor's degree in IT/CS/Engineering or related field

Tools

PowerShell / Shell scripting

ITSM / Ticketing tools

Job description

Role Overview:

Manage the Desktop Support function, ensuring reliable end-user IT support, SLA adherence, team performance, endpoint management, and timely resolution of incidents.

Key Responsibilities:

• Lead and manage the L1/L2 Desktop Support team and daily operations.


• Ensure SLA/KPI compliance, ticket backlog control and timely escalations.


• Support Windows, Linux and macOS environments.


• Manage desktops, laptops, printers, peripherals, VPN and end-user applications.


• Oversee IT asset lifecycle, procurement, RMA and inventory.


• Coordinate with Network, Infrastructure, Security, DevOps and Application teams.


• Handle P1/P2 escalations and major incidents.


• Drive RCA, recurring-issue reduction and continuous improvement.


• Develop SOPs, knowledge-base documentation and troubleshooting guides.


• Manage IT support vendors and ensure service quality.


• Prepare regular management reports on SLA,tickets, aging, incidents, assets and team performance.

Technical Skills:

• Windows 10/11, Linux, macOS


• Active Directory & Group Policy


• Microsoft Office / Microsoft 365


• TCP/IP, DNS, DHCP and VPN


• Endpoint Security / EDR


• Hardware & software troubleshooting


• ITSM / Ticketing tools


• PowerShell / Shell scripting is an advantage

Key Skills:

• Team Leadership


• Incident Management


• SLA Management


• TroubleshootingVendor Management


• Communication


• Problem Solving


• Continuous Improvement

Education:

Bachelor's degree in IT, Computer Science, Engineering or related field. ITIL certification is an advantage.