Sr Administrator (Support & Operations)

About the role

The Virtual IT Point Team Lead is responsible for leading the offshore technical support team that provides remote assistance for end-user devices, virtual desktop environments, applications, and network connectivity. The role ensures effective shift operations, timely incident and request resolution, SLA achievement, customer satisfaction, and compliance with IT service management practices.

What you'll do

• Lead daily operations of the Virtual IT Point support team across assigned shifts and service coverage windows
• Allocate workload, monitor ticket queues, manage priorities, and ensure incidents and requests are resolved within agreed SLAs and OLAs
• Provide technical direction and hands-on support for complex issues involving laptops, desktops, mobile devices, remote access, VPN, VDI, Citrix, VMware Horizon
• Guide the team on BIOS-level troubleshooting, device re-imaging, IMACD activities, user onboarding, account setup, and software or hardware provisioning
• Own major and high-priority escalations, coordinate with resolver groups, and provide concise and timely status updates to customers and stakeholders

What you need

• 7–9 yrs of experience
• VMware
• ITIL
• ServiceNow
• Troubleshooting
• Windows
• Hardware
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Root cause analysis
• SOP writing
• Network security