Sr. IT Helpdesk Site Lead

About TalentNeuron, LLC

TalentNeuron is the global leader in workforce and labor market intelligence. Our solution combines external labor market data with internal workforce insights to power strategic workforce planning (SWP), skills analysis, location strategy, DEI initiatives, and talent acquisition.

We ingest millions of global data points across 96% of the world’s GDP and deliver insights through SaaS, data delivery, and expert advisory services—helping the world’s leading enterprises plan, build, and deploy the workforce of the future.

Our Core Values

Humanity First – We lead with empathy, kindness, and respect.

Customers at the Core – We deeply understand client needs and deliver exceptional value.

Diverse Minds, One Team – We collaborate, debate, and succeed together.

Pioneering Innovation – We take risks, learn fast, and drive change.

Resilient Perseverance – We solve problems creatively and own our commitments.

About the Role

The Sr. IT Helpdesk Site Lead is responsible for the delivery of end-user IT services at the Bangalore site. The role ensures that employees are securely provisioned, well supported and appropriately equipped throughout the employee lifecycle.

The incumbent will serve as the primary IT point of contact for the site. Responsibilities span identity and access management, Microsoft 365 and Azure administration, remote and on-site endpoint support, hardware lifecycle and vendor management, and the continuous improvement of IT processes through automation.

The position works in close partnership with the global IT team, Human Resources, Security and site management.

Key responsibilities

Site leadership

• Act as the senior IT representative and primary point of contact for the Bangalore site.

• Prioritize and coordinate local IT workload, and provide guidance and mentoring to junior support staff where applicable.

• Report on site service levels, risks and improvement initiatives to IT management.

Identity and access management

• Administer Okta, including user lifecycle management, group assignments, single sign-on (SSO) applications and multi-factor authentication (MFA) policies.

• Provision, modify and revoke access in accordance with the principle of least privilege and approved workflows.

• Conduct periodic user access reviews and maintain supporting evidence for internal and external audits.

Microsoft 365 and Azure administration

• Administer Microsoft 365 user accounts, licenses, mailboxes, shared mailboxes and distribution lists.

• Resolve email-related issues, including mail flow, forwarding, aliases and mailbox permissions.

• Support Microsoft cloud services, including Entra ID (formerly Azure AD), Intune, Teams, SharePoint and OneDrive.

Service management

• Manage incidents and service requests in Jira Service Management (JSM) in accordance with defined service level agreements (SLAs).

• Configure and maintain JSM request types, queues, forms and knowledge base content.

• Use Jira to plan and track IT projects, recurring activities and process improvements.

Endpoint support

• Diagnose and resolve issues on Windows and macOS devices remotely, using remote support and mobile device management (MDM) tools.

• Deploy software, patches and configuration profiles, and ensure devices remain compliant and encrypted.

• Escalate complex issues appropriately, with complete documentation of troubleshooting performed.

Hardware lifecycle and vendor management

• Perform hardware diagnostics, component replacement (including memory, storage, batteries, keyboards and displays) and device reimaging.

• Manage relationships with local repair centers and vendors, including warranty claims and repair turnaround.

• Coordinate the delivery and collection of IT equipment to and from employees, including courier arrangements.

• Maintain accurate asset and inventory records from procurement through to disposal.

Onboarding and offboarding

• Design, document and execute onboarding and offboarding procedures in partnership with Human Resources and line managers.

• Ensure that new employees have accounts, access and configured equipment available on their first day.

• Ensure timely offboarding, including access revocation, equipment recovery, data transfer and secure device wiping.

Automation and systems integration

• Automate repetitive tasks using tools such as Okta Workflows, JSM automation rules and scripting.

• Maintain integrations between HR systems, Okta, Microsoft 365, Jira and other SaaS applications.

• Identify manual processes and recommend improvements that increase efficiency and reduce error.

Information security and compliance

• Adhere to, and help maintain, IT controls aligned with ISO/IEC 27001 and comparable frameworks such as SOC 2.

• Maintain procedures, runbooks and audit evidence in a complete and current state.

• Report security incidents and support the response to incidents affecting users or endpoints.

Required qualifications

• Bachelor’s degree in computer science, Information Technology or a related field, or equivalent professional experience.

• A minimum of 3 years of experience in IT support, service desk or IT operations, including experience in a senior or lead capacity.

• Demonstrated experience administering Okta, including lifecycle management, SSO, MFA and group rules.

• Strong proficiency in Microsoft 365 administration, including Exchange Online, mailboxes, distribution lists and licensing.

• Working knowledge of Microsoft Entra ID and Intune, or a comparable MDM solution.

• Practical experience with Jira and Jira Service Management, including queues, SLAs and automation rules.

• Sound understanding of ISO/IEC 27001 or comparable standards (SOC 2, GDPR, NIST) and their application to IT controls.

• Proven analytical and problem-solving skills in remote troubleshooting of Windows and macOS endpoints.

• Hands-on experience with hardware diagnostics, component replacement and device imaging.

• Experience designing and operating employee onboarding and offboarding processes.

• Excellent written and verbal communication skills in English, with a professional, service-oriented approach.

• Based in Bangalore and able to travel locally for equipment delivery, repairs and vendor engagement.

Preferred qualifications

• Scripting experience in PowerShell, Bash or Python.

• Experience with integration and automation platforms such as Okta Workflows, Power Automate.

• Experience managing macOS devices with Kandji or a similar platform.

• Relevant certifications, such as Okta Certified Administrator, Microsoft 365 Certified: Administrator (MS-102), Microsoft Azure Fundamentals (AZ-900), CompTIA A+ or ITIL 4 Foundation.

• Direct involvement in ISO/IEC 27001 or SOC 2 audits.

• Familiarity with courier, customs and vendor processes for IT equipment in India.

Performance expectations

• All new employees are fully provisioned with accounts, access and equipment on their start date.

• Access for departing employees is revoked on their final working day, and equipment is recovered promptly.

• Incidents and service requests are resolved within agreed SLAs, with consistently high user satisfaction.

• Access reviews and audit evidence are completed accurately and on schedule.

• Manual processes are progressively reduced through automation.

• Asset inventory is accurate, and repair turnaround times are tracked and reported.