End User Support Manager

Job Title: End User Support Manager

Location: Akurdi Pune
Department: Technology & Digital

Level – L3
Reports To: DGM (Technology & Digital)

Role Summary:

The End User Support and Compliance Manager will be responsible for leading the end-user support function and ensuring IT compliance across the organization. This includes managing IT assets, user support, patching, vulnerability management, and maintaining meeting room and boardroom technology infrastructure.

Key Responsibilities:

End User Support:

 Lead and manage the IT support team to deliver prompt and effective technical assistance.

 Oversee support for desktops, laptops, mobile devices, printers, and peripherals.

 Ensure smooth functioning of boardroom and meeting room AV setups and IT infrastructure.

 Manage network and Wi-Fi troubleshooting and optimization.

 Monitor and improve service desk performance and user satisfaction.

Compliance & IT Operations:

 Ensure compliance with IT policies, procedures, and regulatory standards.

 Conduct regular audits of user access, software licensing, and data protection.

 Collaborate with internal audit and security teams to address compliance gaps.

 Maintain documentation for compliance reporting and audits.

 Support implementation of compliance frameworks.

Technical Operations:

 Manage identity lifecycle processes including provisioning and de-provisioning.

 Oversee patch management and vulnerability remediation across endpoints.

 Maintain and monitor IT asset inventory and lifecycle using tools like ManageEngine SDP.

 Coordinate with HR and other departments for onboarding/offboarding processes.

 Prepare reports on support metrics, compliance status, and risk assessments.

Required Technical Skills:

 Office 365 Administration – User management, mailbox configuration, Teams, SharePoint.

 ManageEngine ServiceDesk Plus – Ticketing, asset management, patch deployment.

 Azure Active Directory – Identity management, group policies, SSO integration.

 Network & Wi-Fi Management – Basic troubleshooting, configuration, and performance monitoring.

 Endpoint Security & Patching – Vulnerability scanning, patch deployment, antivirus management.

 Meeting Room & Boardroom IT Maintenance – AV systems, conferencing tools, connectivity.

 IT Asset Management – Lifecycle tracking, procurement coordination, disposal compliance.

Required Skills & Experience:

 5–8 years of experience in IT support and compliance roles.

 Strong understanding of IT service management (ITSM) and compliance frameworks.

 Experience with ticketing systems, remote support tools, and asset management platforms.

 Familiarity with regulatory standards such as ISO 27001, GDPR.

 Excellent communication, leadership, and problem-solving skills.

Preferred Qualifications:

 Bachelor’s degree in computer science, Information Technology, or related field.