End User Support Manager

Biocon Biologics Limited; Bengaluru; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

Biocon Biologics Limited in Bengaluru seeks an experienced IT Operations leader to manage end-user support, device lifecycle, asset control, and collaboration tools across locations.

You will drive SLA adherence, incident handling, vendor governance, IAM alignment, and automation to reduce recurring issues and speed resolutions.

Qualifications

• Experience leading IT end-user support operations across locations.
• Strong knowledge of SCCM and Intune for device management and patching.
• Proficiency with IAM and security/compliance audits.
• Experience with ServiceNow and Jira for ticketing workflows.
• Budget governance and vendor management in corporate IT.

Responsibilities

• Lead IT support operations across locations with a team of 35 L1/L2 staff.
• Define SLAs, oversee incidents/escalations, and monitor metrics.
• Oversee device lifecycle: laptops, desktops, mobile devices, peripherals.
• Manage IT assets, licenses, inventory, and audits.
• Administer enterprise email and collaboration tools; partner on cybersecurity.
• Govern external vendors, renewals, and IT budgets.
• Collaborate on IAM provisioning, access governance, and audits.
• Drive process improvements and automation via ServiceNow/Jira.

Skills

Team leadership

SLAs & metrics

Incident management

Vendor management

Budget governance

Security governance awareness

Process improvement

IAM awareness

Tools

SCCM

Intune

Active Directory

ServiceNow

Jira

UEM

Job description

Key Responsibilities

End-User Support & Service Delivery

Lead IT support operations across multiple locations, managing a team of 35 L1 and L2 end-user support professionals. Define service level agreements (SLAs), oversee incident and escalation management, and monitor help desk performance metrics.

Endpoint & Device Management

Oversee the lifecycle of laptops, desktops,mobile devices, and peripherals, including deployment, configuration, patching, and Unified Endpoint Management (UEM).

IT Asset & Inventory Management

Maintain accurate records of hardware assets, software licences, inventory levels, and spare equipment, and support compliance audits.

Collaboration & Email Platforms

Manage enterprise email, productivity suites, and communication tools, and collaborate with cybersecurity teams on threat mitigation and data protection.

Vendor & Budget Governance

Manage external IT service providers, contract renewals, software licensing costs, and operational budgets.

Access & Security Governance

Partner with IT security teams on identity and access management (IAM), software provisioning, and compliance audits.

Process Automation & Continuous Improvement

Drive improvements in self-service portals, ticketing workflows (e.g., ServiceNow and Jira), and automation to reduce recurring incidents and resolution times.

Technical Expertise

• Strong understanding of IT infrastructure, hardware, software, networking
• concepts, and troubleshooting methodologies.
• Strong knowledge of SCCM and Intune for device management, patching, and
• application deployment.
• Knowledge of Active Directory, including user and group management.
• Familiarity with LAN and Wi‑Fi troubleshooting and the resolution of connectivity
• issues.
• Experience managing print solutions in a corporate environment.
• Knowledge of enterprise-level device management for Windows devices, iPads,
• and Android tablets.
• Knowledge of identity and access management (IAM).