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Mid-level, generalist IT lead role with common M365/ITSM skills and metro hiring increases competition.
Corporate IT, M365 and ITSM skills are highly transferable across industries.
Multiple mandatory technical skills, ITIL/ITSM and leadership expectations create moderate filtering without explicit years.
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Lead and develop the Corporate IT support team based in India and Colombo, ensuring high performance and consistent delivery.
Own and manage service delivery outcomes, including MyIT queue, SLAs, KPIs, and escalation of complex issues, maintaining operational health.
Provide technical leadership on Microsoft 365, Windows environments, identity, endpoint management, and drive continuous improvement in processes and service quality.
Strong experience with Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID).
Solid understanding of Windows environments, identity, and endpoint management.
Experience leading or supervising service desk or IT support teams in a global or offshore delivery setup.
Experience with ITSM tools (e.g., ServiceNow), ITIL practices, and managing SLAs and KPIs.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in leading and mentoring IT support teams in a global/offshore delivery model with operational accountability.
Technically proficient with Microsoft 365 and Windows endpoint management providing hands-on guidance and troubleshooting.
Able to manage high-volume, fast-paced service environments, driving continuous improvement and adherence to ITIL-aligned processes.