IT Lead, IT Operations & Service Delivery

Job title: IT Lead IT Operations & Service Delivery

Location: Bangalore (work from office)

Experience: 8–10 years

Education: Bachelor’s in Engineering, CS, IT or related (B.E./B.Tech preferred)

Job description

LogixHealth is hiring an IT Lead to own day-to-day IT operations: the service desk and desk-side team, ITSM process adherence, IT asset lifecycle, major incident management and operational reporting. You will be accountable for service quality, SLA performance and an audit-ready asset register in a healthcare environment handling PHI.

Key responsibilities

• Run the IT Service Desk and desk-side support for Bangalore and Coimbatore
• Own incident, request, change and problem management in ManageEngine ServiceDesk Plus; manage SLAs, backlog, ageing and CSAT
• Act as Major Incident Manager: run the bridge, coordinate teams and vendors, communicate with senior leadership, lead post-incident reviews
• Own end-to-end IT asset lifecycle: procurement, tagging, allocation, warranty/AMC, secure wipe and disposal; maintain asset register and CMDB
• Own joiner/mover/leaver process, including Autopilot provisioning and access removal
• Coordinate office IT, Teams Rooms, ISP and vendors/AMCs
• Drive patch compliance, vulnerability remediation tracking and security hygiene from the operations side
• Produce operational and compliance reports; maintain evidence for ISO 27001, SOC 2 and HIPAA audits
• Lead, mentor and manage service desk and desk-side engineers across both locations

Required skills

• 8–10 years in IT operations/service desk/end-user support, including 2–3 years leading a team
• Hands-on ITSM experience (ManageEngine SDP, ServiceNow, JSM or similar)
• Proven Major Incident Manager experience
• Ownership of IT asset lifecycle, CMDB accuracy, AMC and procurement coordination
• Working knowledge of Windows 11, Microsoft 365, Intune, Autopilot and Entra ID (support level)
• Excellent English communication, reporting and documentation
• Willing to work from office, 247 roster; travel between Bangalore and Coimbatore

Good to have: Windows Server/AD/DNS/DHCP/Group Policy basics, networking basics, ManageEngine SDP administration, AVD/Teams Rooms exposure, audit evidence experience, 247 regulated operations background

Certifications: ITIL 4 Foundation (required) or higher; MD-102/MS-900; CompTIA Network+/Server+/CCNA; IAITAM CAMP/CHAMP (good to have)

Key skills (tags): IT Service Desk, ITSM, ITIL, ManageEngine ServiceDesk Plus, Major Incident Management, IT Asset Management, CMDB, Intune, Autopilot, Microsoft 365, Team Management, Vendor Management, SLA Management