IT Help Desk manager

IT Help Desk Manager

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 to ensure efficiency and effectiveness
• Oversee ticket management and prioritization, ensuring timely resolution of issues
• 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 that require advanced troubleshooting
• Conduct regular reviews of help desk operations, identifying opportunities for improvement
• Stay updated with emerging technologies and industry trends that may impact IT support
• Coordinate with other departments to ensure seamless IT service integration
  

Requirements

Requirements

• 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, such as 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
• Work Location:
• Position requires on-site work at our Chandigarh/Mohali office
  

Benefits

• Competitive salary package aligned with experience
• Opportunity to lead IT operations for a fast-growing international company
• Exposure to global teams and international projects
• Ability to build and shape IT processes from the ground up
• Career growth opportunities in leadership and technical specialization
• Collaborative, high-performance culture that values innovation and results