Lead IT & Desktop Support Engineer

Konovo is a global healthcare intelligence company on a mission to transform research through technology- enabling faster, better, connected insights.

Konovo provides healthcare organisations with access to over 2 million healthcare professionals and patients—the largest network of its kind globally. With a workforce of over 200 employees across 5 countries: India, Bosnia and Herzegovina, the United Kingdom, Mexico, and the United States, we collaborate to support some of the most prominent names in healthcare. Our customers include over 300 global pharmaceutical companies, medical device manufacturers, research agencies, and consultancy firms.

As Lead IT & Desktop Support Engineer you will lead the day-to-day IT operation for the Konovo India office in Whitefield, Bengaluru—owning the full in-office technology experience end to end (devices, network/Wi‑Fi, meeting rooms/AV, and onsite support) so our Bengaluru team can do their best work without friction. At the same time, you'll be a key part of our global IT support model, partnering closely with the UK IT team to provide reliable coverage for EU hours and seamless support for colleagues across regions when needed.

If you love being the person who owns the office experience end-to-end and makes IT feel effortless for a fast-moving, global team, this role gives you real autonomy, visible impact, and the chance to raise the bar for how support is delivered across Konovo.

What You'll Do

• Lead IT support for the India office, ensuring tickets are resolved quickly and SLAs are met
• Own India onboarding and offboarding end to end (device imaging, account provisioning, access management, leaver hardware recovery)
• Manage office infrastructure end to end: LAN, Wi-Fi, firewalls, VC rooms, printers, and cabling
• Act as the first point of escalation for the junior engineer on technical issues; coach them to stronger troubleshooting and customer support habits
• Manage Microsoft Intune device enrolment, compliance policies, and endpoint configuration for India devices
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, Entra ID) to support users and maintain secure access
• Maintain asset inventory and ensure hardware is tracked, recovered, and accounted for
• Identify recurring issues and drive permanent fixes (root cause analysis, preventative improvements)
• Contribute to IT documentation and runbooks so processes are repeatable and not person-dependent
• Liaise with the UK IT team and IT Director on projects, procurement, and escalations
• Support office moves and office changes when needed (planning, coordination with vendors, network/AV setup, and smooth cutover)
  
  

What We're Looking For

• 4+ years of IT support experience, including 1–2 years in a senior/lead capacity
• Strong Windows and macOS support and device management experience (Intune preferred)
• Solid Microsoft 365 administration skills (Exchange Online, Teams, SharePoint, Entra ID)
• Strong networking fundamentals (VLANs, DHCP, DNS, Wi-Fi, firewall basics)
• Comfortable owning a physical office environment (AV, cabling, printers, VC hardware)
• Strong communication skills and ability to work effectively with a remote manager
• A mentoring mindset: you enjoy helping others level up, and you raise standards through coaching and documentation
• Self-directed and proactive; you identify and fix problems without being asked
• Comfortable working a defined shift schedule that may include late hours to support EU/US teams
• Comfortable leveraging AI-enabled tools to streamline workflows, improve response quality, and increase speed without compromising data integrity or customer experience
  
  

Nice to Have

• Deeper Entra ID experience (Conditional Access, group management, SSO)
• Exposure to ISO 27001 and/or ITIL service management practices
• Experience supporting multi-site or globally distributed organisations
• Familiarity with Jira Service Management or similar ITSM platforms
  
  

Certifications (Desired)

• ITIL v4 Foundation
• CompTIA A+ and/or Network+
• CCNA (advantageous; helpful for stronger network ownership within the India team)
  
  

Why Join Konovo

• Be part of a mission-driven organisation that is empowering life science researchers and data scientists with the broadest ecosystem of healthcare audiences and an intelligent, AI-enabled platform — so insights aren't just collected, they're connected.
• Join a fast-growing global team with opportunities for professional growth and advancement.
• Enjoy a collaborative and hybrid work environment that fosters innovation and flexibility.
• Experience a workplace that puts employees first, offering a workplace designed for growth, well-being, and balance.
• Become a part of an organisation that prioritises your well-being with comprehensive benefits, including group medical coverage, accident insurance, and a robust leave policy. Our employee-centric policies ensure a rewarding and fulfilling work experience.
• Make a real-world impact by helping healthcare organisations innovate faster.
  
  

If you're ready to take real ownership of IT in a growing global healthcare company — and you're smart, reliable, and driven to make things work — we'd love to hear from you!

Apply now to be part of our journey.