Role summary

We are looking for an experienced IT Support Team Lead to join our Corporate IT team in India.

You’ll be the bridge between hands-on technical support and IT strategy, providing end-user and site IT support across APAC offices and outsourced contact center locations, supporting around 1,900 internal and outsourced users. This role partners closely with Global IT teams on systems, network, and office expansion projects, while ensuring SLAs are met, processes are effective, and the team is empowered to deliver secure, reliable IT operations and high-quality user support every day. The role reports directly to the Regional IT Manager.

Location: Gurgaon-India

Hybrid - Full-time

What You’ll Do

• Lead and mentor the India IT support team, setting clear priorities, expectations, and support standards.
• Own day-to-day IT operations for the India offices, ensuring reliable support, site readiness, and business continuity.
• Keep India’s office IT environment stable and scalable through support planning, maintenance coordination, and operational improvements.
• Support India business growth by planning IT readiness for onboarding waves, office changes, new teams, and operational scaling.
• Manage local escalations and act as the primary IT point of contact for India site management, users, and vendors.
• Build strong relationships with local management and understand business needs, acting as a trusted IT partner for the India sites.
• Execute Global IT policies and standards within India while ensuring practical adoption in the local environment.
• Participate in APAC IT processes, support activities, and project execution when regional alignment or coordination is required.
• Ensure the India IT team maintains strong execution discipline, including timely follow-up, clear ownership, and consistent communication on risks and progress.
• Maintain India IT processes, runbooks, KPIs, service reviews, and improvement actions.

Technical Responsibilities

• Provide hands-on support for complex endpoint, Microsoft 365, Entra ID, network, meeting room, and site connectivity issues.
• Oversee endpoint and office technology lifecycle, including deployment, configuration, patching, recovery, secure disposal, and stock readiness.
• Coordinate local execution of IT projects, maintenance, upgrades, office expansions, and infrastructure changes with Global IT and local stakeholders.
• Manage India IT vendors, procurement, contracts, licenses, maintenance renewals, ISP lines, inventory, and service follow-up.
• Support audit and compliance readiness by maintaining accurate documentation, asset records, access controls, and evidence of local IT activities.
• Track recurring issues, user feedback, site risks, and operational gaps, then drive practical improvements.
• Identify and implement automation, AI-enabled tools, dashboards, and process improvements to improve support efficiency and service quality.

Who You Are

• 5+ years in corporate IT support, systems administration, or site IT operations, including 2+ years in a senior/team lead role, ideally in an MNC or multi-site environment.
• Strong hands-on knowledge of Windows, Microsoft 365, Entra ID/Azure AD, Active Directory, Intune, Jamf, endpoint lifecycle, and ITSM tools.
• Solid understanding of office IT infrastructure, including LAN, Wi-Fi, VPN, DNS, DHCP, meeting rooms, video conferencing, and site connectivity.
• Experience managing vendors, procurement, inventory, licenses, maintenance, and local service follow-up.
• Strong communication and stakeholder management skills; self-driven, organized, calm under pressure, and able to work independently.
• Firewall/switching experience (Palo Alto, HPE, Cisco, Aruba) and automation/scripting capability are strong advantages.

Personal Attributes

• Professional, trustworthy, accountable, and ownership driven.
• Strong communicator and relationship builder across users, local management, vendors, and Global IT teams.
• Customer-first, calm under pressure, proactive, organized, and detail-oriented.
• Practical problem solver with a continuous improvement mindset and openness to automation/new ways of working.

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