Manager - IT Technical Support

ExlService Holdings, Inc.; Dadri; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

ExlService Holdings, Inc. is seeking a Lead Manager for IT Technical Support in Noida. You will lead a Tier 2 Infrastructure Support team, guiding incident resolution and cross-functional collaboration to maintain global IT service quality.

The role emphasizes leadership, deep technical know-how across endpoints, M365, Google Workspace, and security tooling, with a focus on process improvements and SLA adherence. Noida-based, on-site work with global reach.

Qualifications

• Bachelor’s degree in CS/IT or related field or equivalent practical experience.
• 5-7 years in IT service desk, end-user computing, or infrastructure support with leadership exposure.
• Proven ability to lead and mentor a high-performing IT support team.
• Extensive troubleshooting across endpoints, M365, Google Workspace, and security tooling.
• Experience with ITSM platforms such as ServiceNow or Jira Service Management.

Responsibilities

• Lead and manage a Tier 2 Infrastructure Support team with guidance and performance reviews.
• Oversee resolution of complex incidents ensuring timely, quality end-user support.
• Collaborate with Infrastructure, Security and Applications teams for coordinated resolutions.
• Drive process improvements and automation to reduce manual tasks.
• Ensure adherence to IT security policies, standards, and SLAs.
• Stay current with IT industry trends and best practices in IT support and infrastructure.
• Contribute to problem management and root cause analysis.
• Support onboarding/offboarding and tech deployments to ensure secure transitions.

Skills

Leadership

Incident management

Communication

Analytical thinking

Customer service

Team coaching

Education

Bachelor's degree in CS/IT or related field

Tools

ServiceNow

Jira Service Management

Active Directory

MDM

Microsoft 365

Google Workspace

Job description

# Manager - IT Technical Support## Job Info* Job Identification 18490* Posting Date 08/07/2026, 02:21 PM* Job Role IT Infrastructure-IT Infrastructure* Experience (In Years) 3-6* Job Location Noida## Job DescriptionThe 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.