{"id":1951170,"url":"https://alion.io/job/qualys-lead-it-service-engineer","title":"Lead IT Service Engineer","company":{"id":18966,"name":"Qualys","domain":"qualys.com","url":"https://alion.io/company/qualys","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Okta","optional":false},{"name":"OneDrive","optional":false},{"name":"Power Automate","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-06T10:06:05Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-12T18:48:46Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!\nLead - Service Desk\nLocation: Pune, India | Experience: 8+ years | Team: Corporate IT - IT Services | Reports to: Senior Manager, IT\nJob Description\nLead day-to-day Service Desk operations as the senior technical escalation point for IT Services, ensuring consistent, secure, and high-quality support across identity, Microsoft 365, Windows and macOS endpoints, collaboration services, and the employee lifecycle. The role owns SLA performance, ITIL process adherence, vendor coordination, and service reporting, while driving automation and continuous improvement, delivering white-glove executive support, and mentoring engineers to build a capable, high-performing team.\nResponsibilities\nLead daily Service Desk operations, including ticket queue management, shift and roster planning, workload distribution, and on-call coverage.\nEnsure support SLAs are consistently met and take prompt corrective action when service levels fall short.\nReview weekly Service Desk performance reports with the IT team and present findings and action plans to IT Management.\nEnsure the team follows the ITIL framework and formal change management procedures for consistent service delivery.\nCoordinate with vendors and third-party partners on support, procurement, and service delivery.\nTrack IT assets and hardware and software inventory, and support technology procurement.\nProvide IT Management with regular, clear status updates on tasks, projects, and priority issues.\nLead troubleshooting for complex incidents affecting users, endpoints, applications, identity, and collaboration services, acting as the escalation point for IT Services Engineers.\nCoordinate cross-team resolution with Infrastructure, Security, Network, and Application teams.\nParticipate in the weekend on-call rotation to handle critical incidents, coordinate escalations, and restore service quickly.\nIdentify recurring issues and implement lasting fixes, self-service options, and measurable improvements.\nAdminister and improve Okta SSO, MFA, application integrations, group management, and lifecycle processes, validating access configurations, attribute mappings, and provisioning and deprovisioning flows.\nPromote secure access practices and lead access reviews, audit readiness, and lifecycle governance.\nManage advanced administration across Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, and endpoint services, and lead Windows device deployment, configuration, and service improvements.\nLead macOS and MacBook fleet management using Iru (formerly Kandji), including zero-touch deployment through Apple Business Manager, Blueprints, Library items, configuration profiles, app deployment, OS updates, and patching.\nAdminister macOS compliance and security controls such as FileVault, Gatekeeper, and device posture policies, and troubleshoot complex macOS hardware, OS, and application issues.\nDeliver white-glove support for executives and VIP users, ensuring technology readiness for meetings, presentations, and visits.\nSupport and troubleshoot Zoom, Microsoft Teams, Zoom Rooms, and conference room AV, and provide live support for town halls, training sessions, and key business meetings.\nPerform proactive conference room and meeting technology checks to prevent disruptions.\nImprove FreshService service catalogs, workflows, dashboards, reports, ticket routing, assignment logic, and SLA practices.\nBuild automation using Okta Workflows, FreshService Workflow Automator, Power Automate, scripting, or approved AI tools.\nEvaluate new technologies, AI tools, and automation opportunities, and adopt them responsibly where they improve service delivery.\nLead onboarding, offboarding, contractor management, access changes, device readiness, and asset retrieval, ensuring every activity is documented, controlled, timely, and aligned with security requirements.\nMentor and coach engineers through regular check-ins and run knowledge-sharing sessions.\nCreate and maintain SOPs, support standards, knowledge articles, and operational runbooks, and review the team's technical documentation for quality and accuracy.\nRequired Qualifications\n8+ years of experience in IT services, Service Desk, or end-user support, including at least 2 years in a lead or supervisory role.\nProven experience managing Service Desk operations, including SLA management, rostering, queue management, and performance reporting.\nStrong working knowledge of ITIL practices, including incident, request, problem, and change management.\nAdvanced administration and troubleshooting across Okta, Microsoft 365, Entra ID or Active Directory, Intune, and Exchange Online.\nHands-on experience with Okta SSO, SCIM, MFA, provisioning, deprovisioning, and application integrations.\nStrong hands-on experience administering Iru (formerly Kandji) to manage MacBooks at scale, including Apple Business Manager, Blueprints, configuration profiles, and macOS security and compliance.\nStrong FreshService knowledge, including service catalog, workflow, routing, dashboard, and reporting configuration.\nExperience with automation platforms and scripting, such as Okta Workflows, FreshService Workflow Automator, Power Automate, PowerShell, or Bash.\nExperience supporting executives, Zoom Rooms, Microsoft Teams, and conference room AV technologies.\nExperience managing vendors, IT asset inventory, and technology procurement.\nStrong analytical and problem-solving skills, with the ability to perform root cause analysis, interpret service data and trends, and translate findings into practical, lasting improvements.\nStrong leadership, communication, and stakeholder management skills, with the ability to manage competing priorities under pressure.\nPreferred Qualifications\nHands-on experience with Okta Workflows and AI-enabled service desk tools.\nExperience supporting audits, access reviews, and security compliance programs.\nProven track record of delivering measurable automation, self-service, and service improvement outcomes.\nCertifications such as ITIL 4 Foundation or higher, Okta Certified Administrator, Microsoft 365 Certified: Endpoint Administrator or Administrator Expert, and Iru (Kandji) or Apple Certified Support Professional (ACSP).\nEducational Qualification\nBE/B.Tech/BCA/MCA or B.Sc., preferably in Computer Science, Information Technology, or a related 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