Senior IT Helpdesk Engineer

About the Role:

As a Lead Helpdesk Engineer, you will combine your deep technical expertise in supporting enterprise IT environments with proven leadership skills. You will play a key role in ensuring seamless IT operations for your local office, acting as both a hands-on engineer and a mentor to junior colleagues. You will help drive process improvements, oversee local IT support quality, and collaborate closely with your manager to optimize team performance. This is an opportunity to take ownership of your location, champion best practices, and foster the growth of your team.

Your Impact:

• Serve as the primary technical and organizational lead for the local IT Helpdesk team, ensuring high-quality support and continuous improvement.
• Act as a key point of contact for internal IT requests, owning user issues from first report to resolution.
• Mentor, train, and support junior engineers.
• Manage and improve user lifecycle processes (onboarding/offboarding), including hardware and account provisioning, device return, and access revocation.
• Oversee device compliance and security using MDM platforms (e.g., Jamf, Intune/MEM), and collaborate with the global IT Operations team.
• Maintain and optimize IT asset management, including hardware procurement, inventory monitoring, and vendor coordination.
• Support AV infrastructure, ensuring smooth operation for Zoom rooms and video conference events, including onsite troubleshooting and proactive maintenance.
• Lead local process improvements and automation initiatives to reduce manual workload and improve efficiency, quality, and security in service delivery.
• Serve as the local escalation point for complex or critical issues, collaborating with global teammates to resolve distributed challenges.
• Stay current with IT best practices and technologies, and proactively share knowledge within the team.
• Support major projects, onboarding cycles, and incident response situations as required.

Your Qualifications:

• Advanced troubleshooting skills with the ability to diagnose and resolve hardware, software, and network problems efficiently
• Experience with MacOS and Windows administration in a managed, corporate setting (via MDM/SCCM/Jamf/Intune, etc.)
• Working knowledge of identity platforms (Okta, Azure AD, SSO/MFA concepts)
• Experience with AV systems, video conferencing solutions, and modern office networking (Wi-Fi, VPN, DNS basics)
• Strong organizational skills and ability to prioritize in a fast-paced, distributed environment
• Excellent communication skills with proficiency in English (written and verbal)
• Demonstrated ability to mentor, train, and support junior colleagues
• Proven organizational and leadership skills, with experience coordinating team activities or projects
• Initiative in driving improvements to IT security, automation, or end-user workflows
• Strong service-oriented mindset, with exemplary analytical and problem-solving skills

Standout Qualities:

• Familiarity with enterprise-grade IT asset management and inventory systems
• Experience delivering IT support across multiple geographic locations or multicultural teams
• Proven ability to lead process improvements and drive team success

Team Dynamics:

You will join our global IT Helpdesk team, distributed across multiple locations and responsible for delivering reliable, high-quality IT support for Wrike employees. As the local lead in India, you will be accountable for the smooth operation of IT services in the office, supporting a broad set of devices and services, and partnering with HR and Workplace Ops to ensure an excellent user experience. You will also play a vital role in mentoring junior engineers, sharing knowledge, and helping to build a collaborative and high-performing team culture.

Our Work Style:

• MacOS and Windows endpoints managed with Jamf and Microsoft Endpoint Manager (Intune/MEM)
• Okta and SSO solutions for centralized access management and security
• Office 365 and Google Workspace productivity platforms
• Zoom video conferencing & AV hardware (Poly/Neat/Logitech)
• IT ticketing and asset management via Wrike

What’s Next?

• Recruiter Screening
• HM Review
• Technical Interview (90 mins)
• Cultural Interview (75 mins)
• Final Interview (60 mins) face-to-face

Why Join Wrike?

• 10 days of National and Festival Holidays per year (eight fixed, two flexible)
• 18 days of paid vacation per year
• 14 days of sick leave with a medical certificate per year
• 5 uncertified sick days per year
• Group Medical Plan: Coverage for employees, spouse, children, and parents/in-laws for Rs 5,00,000. Free health checkup for employees
• Personal Accident Insurance: Rs 50,00,000
• Term Life Insurance: Rs 50,00,000
• Up to 26 weeks of paid maternity leave for the first two children
• 4 weeks of paid parental leave
• 2 days off for volunteering with nonprofit charities
• Broadband/Internet Reimbursement: INR 1500 per month
• Full-stocked pantry and complimentary lunch

Your recruitment buddy will be Nandini Singh, Sourcing Recruiter.

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Who Is Wrike and Our Culture

Our persona 

Our culture and Values 

🤩 Customer-Focused

We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.

🤝 Collaborative

We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.

🎨 Creative

We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions. 

💪 Committed

We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.