Lead IT Service Engineer

QLYS_IN Qualys Security TechServices Private Ltd.; Pune District; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Qualys Security TechServices Private Ltd. in Pune, India, is seeking a Lead – Service Desk with 8+ years of experience to drive operations, automation, and executive support.

You will oversee identity, Microsoft 365, Windows and macOS endpoints, and the employee lifecycle, ensuring secure, high-quality service and SLA performance. You will mentor engineers, coordinate with vendors, and drive improvements across ITIL processes and change governance while handling weekend on-call rotations and

Qualifications

• 8+ years in IT services, Service Desk, or end-user support, with 2+ years in a lead role.

Responsibilities

• Lead daily Service Desk operations including queue management, rostering and on-call coverage.
• Ensure SLAs are met and actions taken when levels fall short.
• Review weekly performance reports with IT Management and present action plans.
• Coordinate with vendors and third-party partners on support and procurement.
• Lead macOS and Windows administration across multiple platforms and tools.

Skills

ITIL practices

Okta SSO

Microsoft 365

Entra ID

Active Directory

Mac management

FreshService

Automation

Vendor management

Leadership

Education

BE/B.Tech/BCA/MCA or B.Sc.

Tools

Okta

Kandji (Iru)

Apple Business Manager

PowerShell

Bash

Power Automate

FreshService

Excel

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Lead – Service Desk Location: Pune, India | Experience: 8+ years | Team: Corporate IT – IT Services | Reports to: Senior Manager, IT Job Description Lead day‑to‑day Service Desk operations as the senior technical escalation point for IT Services, ensuring consistent, secure, and high‑quality support across identity, Microsoft 365, Windows and macOS endpoints, collaboration services, and the employee lifecycle. The role owns SLA performance, ITIL process adherence, vendor coordination, and service reporting, while driving automation and continuous improvement, delivering white‑glove executive support, and mentoring engineers to build a capable, high‑performing team.

Responsibilities

• Lead daily Service Desk operations, including ticket queue management, shift and roster planning, workload distribution, and on‑call coverage.
• Ensure support SLAs are consistently met and take prompt corrective action when service levels fall short.
• Review weekly Service Desk performance reports with the IT team and present findings and action plans to IT Management.
• Ensure the team follows the ITIL framework and formal change management procedures for consistent service delivery.
• Coordinate with vendors and third‑party partners on support, procurement, and service delivery.
• Track IT assets and hardware and software inventory, and support technology procurement.
• Provide IT Management with regular, clear status updates on tasks, projects, and priority issues.
• Lead troubleshooting for complex incidents affecting users, endpoints, applications, identity, and collaboration services, acting as the escalation point for IT Services Engineers.
• Coordinate cross‑team resolution with Infrastructure, Security, Network, and Application teams.
• Participate in the weekend on‑call rotation to handle critical incidents, coordinate escalations, and restore service quickly.
• Identify recurring issues and implement lasting fixes, self‑service options, and measurable improvements.
• Administer and improve Okta SSO, MFA, application integrations, group management, and lifecycle processes, validating access configurations, attribute mappings, and provisioning and deprovisioning flows.
• Promote secure access practices and lead access reviews, audit readiness, and lifecycle governance.
• Manage advanced administration across Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, and endpoint services, and lead Windows device deployment, configuration, and service improvements.
• Lead macOS and MacBook fleet management using Iru (formerly Kandji), including zero‑touch deployment through Apple Business Manager, Blueprints, Library items, configuration profiles, app deployment, OS updates, and patching.
• Administer macOS compliance and security controls such as FileVault, Gatekeeper, and device posture policies, and troubleshoot complex macOS hardware, OS, and application issues.
• Deliver white‑glove support for executives and VIP users, ensuring technology readiness for meetings, presentations, and visits.
• Support and troubleshoot Zoom, Microsoft Teams, Zoom Rooms, and conference room AV, and provide live support for town halls, training sessions, and key business meetings.
• Perform proactive conference room and meeting technology checks to prevent disruptions.
• Improve FreshService service catalogs, workflows, dashboards, reports, ticket routing, assignment logic, and SLA practices.
• Build automation using Okta Workflows, FreshService Workflow Automator, Power Automate, scripting, or approved AI tools.
• Evaluate new technologies, AI tools, and automation opportunities, and adopt them responsibly where they improve service delivery.
• Lead onboarding, offboarding, contractor management, access changes, device readiness, and asset retrieval, ensuring every activity is documented, controlled, timely, and aligned with security requirements.
• Mentor and coach engineers through regular check‑ins and run knowledge‑sharing sessions.
• Create and maintain SOPs, support standards, knowledge articles, and operational runbooks, and review the team’s technical documentation for quality and accuracy.

Required Qualifications

• 8+ years of experience in IT services, Service Desk, or end‑user support, including at least 2 years in a lead or supervisory role.
• Proven experience managing Service Desk operations, including SLA management, rostering, queue management, and performance reporting.
• Strong working knowledge of ITIL practices, including incident, request, problem, and change management.
• Advanced administration and troubleshooting across Okta, Microsoft 365, Entra ID or Active Directory, Intune, and Exchange Online.
• Hands‑on experience with Okta SSO, SCIM, MFA, provisioning, deprovisioning, and application integrations.
• Strong hands‑on experience administering Iru (formerly Kandji) to manage MacBooks at scale, including Apple Business Manager, Blueprints, configuration profiles, and macOS security and compliance.
• Strong FreshService knowledge, including service catalog, workflow, routing, dashboard, and reporting configuration.
• Experience with automation platforms and scripting, such as Okta Workflows, FreshService Workflow Automator, Power Automate, PowerShell, or Bash.
• Experience supporting executives, Zoom Rooms, Microsoft Teams, and conference room AV technologies.
• Experience managing vendors, IT asset inventory, and technology procurement.
• Strong analytical and problem‑solving skills, with the ability to perform root cause analysis, interpret service data and trends, and translate findings into practical, lasting improvements.
• Strong leadership, communication, and stakeholder management skills, with the ability to manage competing priorities under pressure.

Preferred Qualifications

• Hands‑on experience with Okta Workflows and AI‑enabled service desk tools.
• Experience supporting audits, access reviews, and security compliance programs.
• Proven track record of delivering measurable automation, self‑service, and service improvement outcomes.
• Certifications such as ITIL 4 Foundation or higher, Okta Certified Administrator, Microsoft 365 Certified: Endpoint Administrator or Administrator Expert, and Iru (Kandji) or Apple Certified Support Professional (ACSP).

Educational Qualification

BE/B.Tech/BCA/MCA or B.Sc., preferably in Computer Science, Information Technology, or a related field.

Join our talent community and receive the latest Qualys news, content, and be first in line for new job opportunities. Join our Talent Community! Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud‑based security, compliance and IT solutions with more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility, better business outcomes, and substantial cost savings.