Desktop Support - Technical Lead-Cloud & 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