IT Help Desk manager

Role Overview: As the IT Help Desk Manager at Lytegen, you will play a pivotal role in ensuring the effective functioning of IT support services. Your responsibilities will include overseeing help desk operations, managing a team of support specialists, and ensuring all employees receive top-notch assistance in a timely manner. The ideal candidate should be technically proficient and possess exceptional management and communication skills. Key Responsibilities: - Lead and manage the Help Desk team, consisting of Level 1 and Level 2 support specialists - Provide guidance, training, and performance management for team members - Develop and implement help desk policies and procedures for efficiency and effectiveness - Oversee ticket management and prioritization to ensure timely issue resolution - Monitor service desk metrics and prepare performance reports for management review - Collaborate with IT teams to address recurring issues and enhance service delivery - Act as a point of escalation for complex technical issues requiring advanced troubleshooting - Conduct regular reviews of help desk operations to identify improvement opportunities - Stay updated with emerging technologies and industry trends impacting IT support - Coordinate with other departments to ensure seamless IT service integration Qualification Required: - Experience: 5+ years in IT support roles with at least 2+ years in a supervisory or management position - Technical Skills: - Strong knowledge of IT support practices and technologies, including operating systems (Windows, macOS, Linux), application support (Microsoft 365, Google Workspace), and hardware troubleshooting - Familiarity with IT service management (ITSM) frameworks like ITIL - Management Skills: - Proven leadership and team management abilities - Strong problem-solving, analytical, and decision-making skills - Interpersonal Skills: - Exceptional communication skills, both verbal and written - A customer-centric approach to service delivery - Certifications (preferred but not mandatory): - ITIL Foundation, CompTIA A+, or similar IT management certification Note: The job requires on-site work at the Chandigarh/Mohali office. Additional Details: Lytegen offers a competitive salary package aligned with experience, the opportunity to lead IT operations for a fast-growing international company, exposure to global teams and international projects, the ability to build and shape IT processes from the ground up, career growth opportunities in leadership and technical specialization, and a collaborative, high-performance culture that values innovation and results.,