L3 - Tech & Digi - Infra End User Support & Compliance 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.