Helpdesk Manager-Bangalore - GO/JC/922/2025

Job Title: Helpdesk ManagerLocation: BangaloreCandidate expectationCandidate must have 10+years of experience in HR HelpdeskExcellent understanding of various processes of core HR Operations and Voice, Emails and Chat Operations (Must have)Experience in Leading teams managing Tier 1 HR helpdesk for UK, Europe or US EmployeesShould have experience in using Workflow / case management tools like ServiceNow, Remedy etc.Ability to work 24*7 shift timings. Mainly India night shifts

Key Roles & Responsibilities

Good understanding of various HR Systems/ applicationsBasic understanding of MISGood understanding of Quality Methodology and toolsGood understanding of Service level agreements and contractual compliance requirementsShould have good Excel and Presentation skillsShould have excellent client and stakeholder management skillsLead teams providing Tier HR helpdesk support to the Employees, Line Managers, Vendors and 3rd partiesTeam management, Team engagement and Succession planningEnsure appropriate staffing as requiredFinancial and contract ManagementEnsure policies and procedures are followed and Zero noncompliance across the engagementEnsure the Service Levels are met consistentlyEnsure data privacy requirements are followed with upmost focus. Drive regular awarenessMaintains and improves quality results by adhering to standards and guidelines; recommending improved proceduresManage expectations from client stakeholders and internal leadershipPrepare and present data in internal and client governance forums.Ability to drive a culture of high performance, continuous improvement and motivate the teamsGather insights from the customer regarding seasonal spike in volumes, forecasting and arrange appropriate staffingGraduate in any disciplineBasic computer knowledge required (MS- Office Applications)Proven ability to adapt to new tools by applying logical approachLead teams providing Tier HR helpdesk support to the Employees, Line Managers, Vendors and 3rd partiesTeam management, Team engagement and Succession planningEnsure appropriate staffing as requiredFinancial and contract ManagementEnsure policies and procedures are followed and Zero noncompliance across the engagementEnsure the Service Levels are met consistentlyEnsure data privacy requirements are followed with upmost focus. Drive regular awarenessMaintains and improves quality results by adhering to standards and guidelines; recommending improved proceduresManage expectations from client stakeholders and internal leadershipPrepare and present data in internal and client governance forums.Ability to drive a culture of high performance, continuous improvement and motivate the teamsGather insights from the customer regarding seasonal spike in volumes, forecasting and arrange appropriate staffing

Skills Required

RoleHelpdesk Manager-BangaloreIndustry TypeITES/BPO/KPOFunctional AreaRequired Education Master of Business Administration MBAEmployment TypeFull Time, PermanentKey Skills

• HELPDESK
• HRO
• SERVICE NOW
• WORKDAY
  

Other Information
Job CodeGO/JC/922/2025Recruiter Name