IT Ops Manager

Location: Goregaon Mumbai
Experience: 10+ years

Role summary

The Operations Manager – Desktop Support will lead End User IT operations across Head Office and multiple branch locations, ensuring service excellence, SLA adherence, security compliance, and high customer satisfaction. The role requires a strong balance of operational leadership and technical competence to manage teams, handle escalations, and support complex IT environments.

Key Responsibilities

• Lead day-to-day Desktop and End User IT operations for 1000+ users across 2 Head Offices and 20+ branch locations.
• Establish and manage operational governance covering SLA performance, ticket ageing, backlog, reopen trends, and customer experience.
• Act as the primary escalation point for critical incidents and customer escalations.
• Oversee IT onboarding and offboarding processes for end users.
• Own IT Asset Management operations, including asset lifecycle tracking, inventory accuracy, allocation, recovery, refresh planning, and audit readiness across HO and branch locations.
• Manage, mentor, and develop a team of 20+ support engineers, including performance management and capacity planning.
• Ensure adherence to Information Security policies, endpoint security standards, and support regular compliance audits.
• Coordinate with internal infrastructure, network, security teams, and external vendors to ensure service delivery as per agreed SLAs.
• Drive continuous improvement, automation, and operational efficiency initiatives.
• Deliver weekly and monthly operational reports to stakeholders and leadership.
• Maintain operational documentation, SOPs, and knowledge base for End User Services.

Required Experience & Skills

• 6–10 years of overall IT experience in End User / Desktop Support operations.
• 2–5 years of experience in an Operations or People Management role.
• Experience supporting large user environments and multi-location operations.
• Strong stakeholder management, customer communication, and escalation-handling skills.
• Proven ability to operate in high-volume, customer-facing support environments.
• Familiarity with ITSM / ticketing tools.

Preferred Experience & Core Competencies

• Exposure to Server Support, Network Operations, and Security Tools, enabling effective handling of technical escalations.
• Hands-on experience with Patch Management tools and update governance.
• Knowledge of endpoint and server security controls, encryption, antivirus, and compliance requirements.
• Ability to combine technical troubleshooting with operational leadership, guiding teams through complex incidents.
• Strong people leadership and mentoring capability, balancing team management with escalation support.
• Experience collaborating with infrastructure, network, and security teams in regulated or audit-driven environments.

Preferred Qualifications

• Experience in regulated or compliance-driven environments.
• ITIL Foundation or equivalent certification.
• Exposure to service improvement, automation, or process optimization initiatives.