Senior Technical Lead
- Infinite
- 10 - 15 years
- Bengaluru
- 6 months ago
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Job Description
Job Description:Senior Technical Program Manager - End User Services (Offshore Remote)
Location:
Offshore - Remote
Employment Type:
Full-time
Experience Required:
10+ years in IT Infrastructure & End User Services with 5+ years in Program/Project Management
Position Overview
We are seeking a Senior Technical Program Manager (TPM) with deep experience in End User Services to manage the planning, execution, and delivery of large-scale initiatives across Service Desk, Desktop Engineering, Remote Support, and Collaboration Platforms. This is a remote offshore role requiring close collaboration with onshore IT leadership, global stakeholders, and delivery teams to ensure seamless, high-quality IT support and workplace modernization.
Key Responsibilities
Program Management & Governance
- Lead and manage end-to-end delivery of end user technology programs
- Create detailed project plans, schedules, resource allocations, and RAID logs
- Drive execution through Agile/Scrum or hybrid methodologies
- Ensure compliance with SLA, KPI, and contract deliverables
End User Services & Desktop Engineering
- Coordinate global Service Desk activities, including L1/L2 escalation models
- Oversee device provisioning, imaging (SCCM/Intune/JAMF), patching, software deployment
- Implement remote support best practices and automation (e.g., Bomgar, BeyondTrust)
- Drive zero-touch provisioning, standard device builds, and application packaging
Collaboration & Modern Workplace
- Lead transformation of collaboration tools: Microsoft 365, Teams, Zoom, Slack
- Ensure governance of access policies, licenses, compliance configurations
- Enable training, adoption, and change management for end users
Reporting, Tools, and Analytics
- Design and deliver executive dashboards (Power BI, ServiceNow, Excel)
- Track performance using tools like SysTrack, Nexthink, ServiceNow, Freshservice
- Conduct root cause analysis (RCA), trend analysis, and capacity planning
Stakeholder & Vendor Management
- Engage with onshore program sponsors, service owners, and compliance teams
- Manage offshore delivery teams (engineers, SMEs, L1/L2 agents)
- Govern third-party service providers and outsourcing partners
Required Skills & Qualifications
- 10+ years of experience in End User Services, IT Infrastructure, or Workplace IT
- 5+ years in a senior program/project management role
- Strong understanding of:
ITIL framework and service delivery models
SCCM, Intune, JAMF, AutoPilot, Workspace ONE
Collaboration tools: Microsoft 365, Exchange Online, Teams, Zoom
ServiceNow or other ITSM platforms
- Experience leading offshore delivery teams and working across time zones
- Proven ability to communicate with VP/C-level stakeholders
- Excellent organizational, documentation, and communication skills
Preferred Certifications
- PMP, PRINCE2, or SAFe Agile certification
- ITIL v4 Foundation or Intermediate
- Microsoft 365 Certified: Modern Desktop Administrator Associate Work Hours
- Flexible offshore shift aligned to US Pacific or Central Time
- Must be available for daily sync-ups with onshore leadership
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical LeadEmployement Type: Full timeContact Details:
Company: InfiniteLocation(s): Bengaluru+ View Contact
Keyskills: Application packaging Automation PMP Change management Project management Outsourcing microsoft SCCM Analytics Capacity planning
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