Desktop Support Technical Lead - Endpoint Operations

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