Lead Assistant Manager - IT Technical Support

ExlService Holdings, Inc.; Dadri; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

ExlService Holdings, Inc. is seeking a Lead Assistant Manager - IT Technical Support to lead a Tier 2 Infrastructure team across global operations.

The role focuses on delivering advanced technical assistance, guiding incident resolution, and driving improvements in processes and automation. You will partner with Infrastructure, Security, and Applications teams to ensure aligned, high-quality support for end users, while mentoring staff and maintaining strict adherence to SLAs and security

Qualifications

• Bachelor's degree in CS/IT or related field, or equivalent.
• 3-6 years in IT service desk or infrastructure, with at least 2 years in leadership.
• Proven leadership and strong communication in IT support.
• Extensive troubleshooting across endpoint tech, Microsoft 365, Google Workspace.
• Experience with Active Directory, identity management, and MDM.
• Familiar with endpoint security and cybersecurity operations.
• Experience with ITSM platforms such as ServiceNow or Jira Service Management.
• Ability to work independently in a fast-paced, global environment.

Responsibilities

• Lead and manage a team of Tier 2 Infrastructure Support Engineers, providing guidance, mentorship, and performance evaluation.
• Oversee the resolution of complex, escalated incidents, ensuring timely and accurate support for end users.
• Collaborate with cross-functional IT teams, including Infrastructure, Security, and Applications, to coordinate resolution efforts and maintain effective communication.
• Drive process improvements and automation initiatives to enhance operational efficiency and reduce manual tasks.
• Ensure compliance with IT security policies, operational standards, and service-level agreements (SLAs) across the team.
• Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of continuous learning and improvement.
• Stay updated with the latest industry trends, technologies, and best practices in IT support and infrastructure management.
• Participate in problem management activities, identifying recurring issues, and contributing to root cause analysis and resolution.
• Support user onboarding, offboarding, and technology deployment initiatives, ensuring a smooth and secure transition for end-users.
• Represent the team in cross-functional projects and initiatives, collaborating with stakeholders to align IT support with business objectives.

Skills

Leadership

Team management

IT troubleshooting

Microsoft 365

Google Workspace

Active Directory

MDM platforms

ITSM tools

Cross-functional collaboration

Problem solving

Education

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.

Tools

ServiceNow

Jira Service Management

Remote support tools

Job description

Lead Assistant Manager - IT Technical Support

Job Info

• Job Identification 18488
• Posting Date 08/07/2026, 09:23 PM
• Job Role IT Infrastructure-IT Infrastructure
• Experience (In Years) 3-6
• Job Location Noida

Job Description

The Lead Assistant Manager will play a crucial role in our IT department, leading a team of Tier 2 Infrastructure Support Engineers. This role involves providing advanced technical support, collaborating with cross-functional teams, and driving process improvements to enhance our global IT services. The ideal candidate will have strong leadership skills, extensive technical expertise, and a customer-centric approach to ensure a seamless and efficient support experience for our global workforce.

Responsibilities

• Lead and manage a team of Tier 2 Infrastructure Support Engineers, providing guidance, mentorship, and performance evaluation.
• Oversee the resolution of complex, escalated incidents, ensuring timely and accurate support for end-users.
• Collaborate with cross-functional IT teams, including Infrastructure, Security, and Applications, to coordinate resolution efforts and maintain effective communication.
• Drive process improvements and automation initiatives to enhance operational efficiency and reduce manual tasks.
• Ensure compliance with IT security policies, operational standards, and service-level agreements (SLAs) across the team.
• Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of continuous learning and improvement.
• Stay updated with the latest industry trends, technologies, and best practices in IT support and infrastructure management.
• Participate in problem management activities, identifying recurring issues, and contributing to root cause analysis and resolution.
• Support user onboarding, offboarding, and technology deployment initiatives, ensuring a smooth and secure transition for end-users.
• Represent the team in cross-functional projects and initiatives, collaborating with stakeholders to align IT support with business objectives.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5-7 years of experience in IT Service Desk, End User Computing, or Infrastructure Support roles, with at least 2 years in a leadership position.
• Proven track record of leading and managing high-performing IT support teams, demonstrating strong leadership and communication skills.
• Extensive experience in troubleshooting and resolving complex technical issues across various endpoint technologies, Microsoft 365, and Google Workspace.
• Working knowledge of Active Directory, user identity management, and Mobile Device Management (MDM) platforms.
• Familiarity with endpoint security tools, cybersecurity operational processes, and remote support methodologies.
• Experience with enterprise ITSM platforms, such as ServiceNow or Jira Service Management, and remote support tools.
• Strong analytical and problem-solving abilities, with a customer-centric approach to IT support.
• Ability to work independently, manage multiple priorities, and adapt to a fast-paced, global enterprise environment.
• Excellent verbal and written communication skills, with the ability to effectively collaborate with technical and non-technical stakeholders.