Job Description

About Us

Zuru Tech is digitalizing the construction process of buildings all around the world. We have a multi-national team developing the world's first digital building fabrication platform, you design, we build it!
We at ZURU develop the Zuru Home app, a BIM software meant for the general public, architects, and engineers, from here anyone can buy, design, and send to manufacturing any type of building with complete design freedom. Welcome to the future!

Position Summary

The

IT Supervisor/Executive

will be responsible for

leading the India IT Service Center (ITSC)

, overseeing a team of

3-4 IT professionals

. This role involves ensuring the

delivery of efficient, high-quality IT support services

to both

onsite and remote users

across the organization. The incumbent will

manage daily IT operations

, including service desk activities, incident resolution, and user support, while maintaining compliance with

ITIL standards

and company policies.

What are you Going to do?

+

Key Responsibilities

Technical Leadership & Support Execution

+ Lead the ITSC team in delivering day-to-day IT support across Office 365, collaboration tools, and basic network operations.
+ Manage and resolve escalated issues related to O365 administration, VPN connectivity, and endpoint access.
+ Ensure incidents are handled efficiently within SLA.
+ Provide technical mentorship and act as an escalation point for complex issues.

IT Service Management (ITIL-Aligned)

+ Manage the service desk according to ITIL best practices (incident, problem, and change management).
+ Ensure service quality, SLA compliance, and proactive issue resolution.
+ Utilize service management tools (e.g., Zoho SDP) for performance monitoring and reporting.
+ Collaborate with HQ to align processes with global IT standards and security policies.

Knowledge Management & Team Development

+ Build and maintain an internal knowledge base for frequent issues and troubleshooting guides.
+ Promote knowledge sharing and continuous skill development among the team.

Reporting & Continuous Improvement

+ Analyze support data to identify recurring issues and improvement areas.
+ Prepare monthly reports on service desk performance, SLA metrics, and user satisfaction..

What are we Looking for?

+

Education:

Bachelor's degree in Information Technology, Computer Science, or related discipline.
+

Experience:

5-7 years of IT support experience, including at least 2 years in a supervisory or team lead role.
+

Technical Expertise:

Proven knowledge of Office 365 administration, Windows environment, and basic network management (LAN/WAN, VPN, router/switch setup).
+

Certifications:

ITIL Foundation (mandatory); additional certifications such as Microsoft 365 Administrator Associate or CompTIA Network+ preferred.
+

Tools:

Experience with service desk tools such as Zoho SDP, ServiceNow or equivalent.
+

Language:

Strong communication skills in English (written and spoken).

Key Competencies

+ Technical leadership and ability to resolve complex IT issues.
+ Sound understanding of ITIL processes and global service delivery models.
+ Strong analytical and reporting skills for operational performance tracking.
+ Team management, training, and mentorship capabilities.
+ Customer-focused mindset with commitment to quality service delivery.

What do we Offer?

Competitive compensation? 5 Working Days with Flexible Working Hours

Medical Insurance for self & family
Work with the Global team, Make the most of the diverse knowledge
Several discussions over Multiple Pizza Parties

A lot more! Come and discover us!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.