Desktop Support - Technical Lead-Cloud And Infra Engg

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