Desktop Support - Technical Lead-Cloud & Infra Engg

Job description

Area(s) of responsibility **Job Description** Role: Desktop Site Team Lead / Technical Lead – Endpoint Operations Work Mode: Hybrid (3 Days Onsite) Experience: 6–8 Years **About The Role** Birlasoft is seeking a highly skilled and dynamic Desktop Site Team Lead / Technical Lead – Endpoint Operations to lead and manage End User Computing (EUC) and Endpoint Infrastructure across enterprise environments. The role requires hands-on expertise in modern endpoint management tools, strong leadership capabilities, and a focus on delivering high-quality IT support, automation, and compliance-driven operations. Key Responsibilities Technical & Operational Leadership Lead onsite/Desktop Support team and act as escalation point for L2/L3 issues Drive incident management, problem management, RCA, and escalation handling Ensure high service availability, SLA adherence, and user satisfaction Endpoint & EUC Management Manage enterprise endpoint environments including Windows 10/11 devices Versee desktop/laptop lifecycle management (provisioning → decommissioning) Maintain global standards for endpoint configuration, compliance, and security Endpoint Tools & Infrastructure Administer and optimize Microsoft Intune & SCCM environments Manage desktop image creation, deployment, and SCCM task sequences Support and manage Azure Virtual Desktop (AVD) infrastructure VM provisioning, host pool management, performance monitoring Automation & Deployment Drive automation initiatives using PowerShell and scripting tools Automate software deployments, patching, and imaging processes Lead software packaging (InstallShield or similar tools) Patch & Security Management Oversee patch management (Microsoft & 3rd party tools) Ensure endpoint compliance with security tools and frameworks Work closely with Security teams for Endpoint Protection & Risk mitigation Collaboration & Solutioning Partner with Engineering teams to design scalable EUC solutions Support transformation initiatives (VDI, automation, cloud adoption) Contribute to continuous service improvement and process optimization Governance & ITIL Practices Follow ITIL best practices for Incident, Problem, and Change Management Maintain documentation, SOPs, and audit readiness Provide operational reporting, metrics, and insights **Technical Skills & Qualifications** Core Skills Strong expertise in Microsoft Intune & SCCM Administration Hands-on experience with Azure Virtual Desktop (AVD) Solid understanding of Windows 10/11 environments & Group Policy (GPO) Experience with Azure, Active Directory, and endpoint identity management Advanced Skills Expertise in Patch Management & Endpoint Compliance Strong scripting skills (PowerShell / automation tools) Experience with FSLogix and VDI environments Exposure to Software Packaging (InstallShield or similar) Additional Knowledge Understanding of ITIL framework and service management process Strong knowledge of Endpoint Security & Protection engineering Leadership & Behavioral Competencies Proven experience leading desktop/EUC teams in enterprise environments Strong problem-solving and decision-making skil Ability to manage stakeholders and handle executive escalations Excellent communication and collaboration skills **Preferred Skills** Experience in global enterprise environments Exposure to cloud transformation and VDI migration initiatives Knowledge of automation-driven IT operations