About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you’ll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we’re trusted by global clients.
Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.
About the Job
We’re seeking a dynamic and experienced Assistant Manager – IT (Desktop & Help Desk Support) to lead our end-user IT support operations. You’ll be responsible for ensuring timely issue resolution, smooth daily operations, and superior user experience. This role requires a balance of technical expertise and people management to drive performance, optimize resources, and uphold IT service excellence.
Location/Hours
Location: Mumbai, India (On-site)
Shift: Standard business hours with flexibility for after-hours support as required
Job Responsibilities / Expectations
- Lead and manage Desktop & Help Desk teams to ensure timely resolution of technical issues and seamless daily operations
- Oversee IT support tickets, track SLAs, and ensure compliance with organizational IT policies and procedures
- Manage installation, configuration, and maintenance of end-user systems, devices, and peripherals
- Coordinate with infrastructure teams, vendors, and service providers for escalations and technical resolutions
- Conduct periodic reviews, team training sessions, and implement process improvements to enhance service quality
- Maintain IT asset records and prepare operational and performance reports
- Support employee onboarding and offboarding by ensuring proper IT setup and access management
- Provide after-hours or weekend support as necessary to ensure business continuity
- Monitor team performance and provide coaching and mentorship to team members
- Drive continuous improvement initiatives to optimize support processes
- Ensure adherence to ITIL framework and service management best practices
Minimum Qualifications
- Bachelor’s degree in IT, Computer Science, Electronics, or a related field
- 5-8 years of experience in IT support, including at least 2 years in a supervisory or team lead role
- Strong technical knowledge of Windows operating systems and Microsoft 365 environments
- Hands-on experience with end-user device management
- Proficiency with ITSM/ticketing tools such as ServiceNow, ManageEngine, or equivalent
- Familiarity with ITIL framework and service management best practices
- Excellent communication, problem-solving, and leadership skills
- Minimum age: 25 years
Proven ability to manage teams and deliver results in a fast-paced environment
Desired Qualifications
- ITIL Foundation or higher-level certification (Intermediate / Practitioner)
- Experience managing enterprise-scale desktop environments and multi-location user support
- Exposure to automation tools, endpoint management solutions, and remote support platforms
- Experience with Active Directory, Group Policy, and endpoint security solutions
- Knowledge of network troubleshooting and infrastructure basics
- Experience in the BPM or IT services industry
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you’ll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.
Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.