Lead / Principal – Digital Workplace & IT Service Management

We aspire to be world-leader in innovative telecom and security solutions by offering cutting-edge, high-performance telecom and security solutions to business customers.

Our Mission is simple. To prove that Indian engineers can design, develop, and manufacture world-class technology products for customers across the world, right from India. Join our team of like-minded engineers, applied researchers, and technocrats with the will, courage, and madness to achieve this mission!

Why work at Matrix

Matrix fully integrates software and hardware across its products. Engineers here collaborate more effectively to create solutions that solve real problems and make an impact. We are responsible for every nut, bolt, and line of code in our products!

As an Tech Lead, your involvement will be critical in the entire lifecycle of a product - right from ideation-development-production-deployment. Get to feel the sense of accomplishment that comes with creating something that solves a real and pressing problem and is used by scores of customers.

Job Description

Role : Lead / Principal – Digital Workplace & Service Management

Function : Information Technology

Work Location : Vadodara, Gujarat

Who are you

You are a senior, hands-on leader in Digital Workplace & IT Service Management, responsible for establishing and driving the

employee-facing technology ecosystem. You are both strategic and execution-focused, with a passion for enhancing employee technology

experience, improving ITSM maturity, and ensuring high-quality and efficient delivery of end-user services, collaboration platforms, and

IT support functions.

You act as a champion of the modern digital workplace, bridging technology solutions with end-user needs and establishing robust service

management practices to minimize disruptions and optimize service delivery.

Experience : 3-8+ Years

Qualification : B.E./B.Tech./M.Tech in Electronics & Communication, Electronics, Electronics & Telecommunication, Computer Engineering, Computer Science, or a related discipline.

Key Objectives:

● Establish & Mature Function: Build and scale the Digital Workplace and ITSM capability into a centralized, business-aligned

function.

● Elevate Employee Experience (XLA): Shift from traditional SLAs to Experience Level Agreements (XLAs) to deliver intuitive,

frictionless end-user technology interactions.

● Operational Excellence: Improve incident resolution times, drive problem management, and automate standard service request

fulfillments.

● Service Management Governance: Establish standardized ITIL processes across incident, problem, change, and knowledge

management.

Key Responsibilities:

1. Endpoint Engineering & Modern Management

● Strategy and governance for end-user hardware, OS management (Windows, macOS, mobile), patch management, and endpoint

protection.

● Drive unified endpoint management (UEM/MDM) solutions to ensure secure, compliant, and zero-touch deployment models.

● Oversee device lifecycle management-from procurement and provisioning to refresh and decommissioning.

2. Collaboration & Productivity Solutions

● Own the strategy and operational administration of cloud productivity suites (e.g., Microsoft 365, Google Workspace).

● Optimize licensing, adopt modern features, and ensure seamless tool integration to enhance cross-functional team productivity.

● Partner with IT Security to implement identity, access, and data loss prevention (DLP) controls within collaboration tools without

compromising user experience.

3. Service Desk & Request Fulfillment

● Lead Tier 1/2 Service Desk operations, establishing clear performance baselines, SLAs, and escalation pathways.

● Transform the Service Desk into a proactive service unit through self-service portals, AI chatbots, and automated workflows.

● Streamline hardware/software request fulfillment process to minimize cycle times and improve user satisfaction.

4. Incident, Problem & Knowledge Management

● Establish enterprise ITSM frameworks (ITIL-aligned) for major incident management, root cause analysis (RCA), and preventative

problem management.

● Drive major incident response protocols, communication strategies, and post-incident reviews (PIR).

● Build and enforce a centralized Knowledge Management framework for both internal IT documentation and user self-help

knowledge bases.

5. Employee Technology Experience (DEX) & Continuous Improvement

● Lead ongoing technology onboarding and offboarding experience optimizations for all employees (in-office, hybrid, remote).

● Identify opportunities for process automation (e.g., PowerShell, FreshService/Jira Service Management workflows, etc.) to

reduce manual operational overhead.

Qualifications & Skills:

Required Experience

● Experience: 3–8+ years in IT operations, Service Desk leadership, or Digital Workplace engineering, with at least 3–5 years in a

senior/lead capacity.

● Technical Depth: Deep working knowledge of G-Suite, M365 suite, UEM, Identity Management, and enterprise ITSM platforms

(FreshService, ServiceNow, etc).

● Process Mastery: Proven track record in implementing or elevating ITIL processes from scratch or low-maturity states.

● Vendor & Lifecycle Management: Hands-on experience managing hardware vendors, software licenses, and hardware lifecycle

operations.

Certifications (Preferred)

● ITIL v3 / v4 Foundation or Managing Professional certification.

● Microsoft 365 Certified: Enterprise Administrator / Modern Desktop Administrator.

● PMP, Agile, or Lean IT certifications are a plus.

Core Competencies

● Customer-Centric Mindset: Passionate about user experience, empathy for business end-users, and clear operational

communication.

● Data-Driven: Ability to define metrics, analyze service trends, and use data to justify tooling or resource investments.

● Leadership & Influence: Strong stakeholder management skills; capable of working across cross-functional teams (Security, HR,

Facilities, Networks).

What do we offer you

• •Opportunity to work for Indian Technology Company. You can contribute to the mission of making world class products, In India, for the world.
• •Opportunity to remain rooted as an engineer, a designer, and a technologist while leading a large team.
• •Opportunity to work on real time applications, live streaming projects and end to end product development life cycle.
• •Opportunity to lead multiple projects based on Embedded, Linux, Windows, AI and Mobile Technologies.
• •Be a part of Multicultural, Gender unbiased, Merit driven team.
• •Robust Rewards and Recognition program that encourages growth mindset.
• •Competitive Salary with various other benefits.
• •Five Days Working/ Flexi days.
• •Leave Encashment As per Company’s Norms.
• •Canteen facility on sharing basis.
• •Generous Annual Leave : 27 days (PL+SL+CL) + 8 public holidays, holiday adjustments to convert weekends to long weekends.
• •Group Mediclaim Insurance (for self + spouse + 2 kids + 2 parents), Accident Insurance (Employee) - Premium paid by the Company.