Associate Manager - End User Support

Role: End User Associate Manager Location: IBC, Bengaluru Reporting to: IT Infrastructure General Manager Team name: IT Infrastructure Team About the Team and the Role The IT Infrastructure Team team at Ather is responsible for ensuring daily end-user IT operations run seamlessly, maintaining reliable infrastructure across laptops, desktops, peripheral hardware, ticketing desks, and device management. This role is for an End User Associate Manager who will bridge hands-on operational leadership and strategic IT management, overseeing service delivery, end-user computing, device lifecycle management, and team operations. Responsibilities Oversee service desk tickets and L1/L2/L3 escalations, ensuring strict compliance with SLAs for resolution and response times. Manage end-user computing fleets, OS deployments (Windows/macOS), Mobile Device Management (MDM), and Virtual Desktop Infrastructure (VDI). Oversee IT asset tracking, hardware procurement, repair lifecycles, and secure hardware decommissioning. Ensure smooth day-1 tech provisioning for onboarding and strict day-zero access revocation for offboarding. Monitor ticket SLA trends, analyze L2/L3 support patterns, and implement proactive solutioning using AI-driven tools. Provide specialized IT support for organization-level events, board meetings, and high-priority executive/VIP users. Lead and mentor a team of support engineers and technicians, managing shift rosters, performance reviews, and skill development. Coordinate software upgrades enterprise-wide and manage vendor operations with hardware OEMs and software providers. Experience and Qualifications Graduation - BE, BSC, MSC, or Bachelor's degree in IT, Computer Science, or equivalent experience. 6–10 years of experience in IT support/infrastructure, with at least 2–3 years in a team lead, supervisor, or junior manager capacity, including 3 to 5 years managing IT for a site/branch of 500-800 users. Must Have Competencies End-User Computing (EUC) and Mobile Device Management (MDM) using tools like JumpCloud, WorkElevate, Google Workspace, or Jamf. Identity and Access Management administration across Active Directory, ADFS, and Google Workspace (GWS). IT Service Management (ITSM) execution using tools like Freshservice or Jira Service Management following ITIL v4 process frameworks. Multi-OS administration and deployment across Windows 11, macOS, and ChromeOS environments. Good to have Competencies Basic network administration and troubleshooting covering TCP/IP, VPNs, and Wi-Fi networks. IT Asset Management (ITAM) lifecycle tracking, budgeting, and hardware procurement handling. Vendor and contract SLA auditing across hardware OEMs and software vendors. Professional certifications such as ITIL v4 Foundation, Microsoft Certified: Enterprise/Endpoint Administrator, CompTIA Network+/Security+, or PMP/CAPM. Want to know more? At Ather, we’ve built India’s first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack. Be You, With Us The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.