Job
Description
As an experienced IT Help Desk Manager in Ahmedabad, you will play a crucial role in leading our IT support team. Your responsibilities will include: - Manage and lead a team of IT Help Desk Engineers and Coordinators (L1/L2). - Oversee day-to-day IT support operations, including ticket management, incident resolution, and request fulfillment. - Ensure SLA adherence, timely response, and high-quality service delivery. - Develop and implement help desk policies, procedures, and best practices (ITIL framework preferred). - Monitor team performance, conduct regular reviews, and provide training/coaching. - Act as an escalation point for complex technical issues and client concerns. - Coordinate with internal IT, infrastructure, and application teams for seamless issue resolution. - Prepare reports on support metrics, ticket trends, and system performance for management. - Manage shift schedules, resource allocation, and workload distribution. - Collaborate with vendors and third-party service providers when required. Qualifications required for this role include: - Minimum 3+ years of experience in IT Help Desk / Service Desk management or similar leadership role. - Strong knowledge of IT support processes, ticketing tools (e.g., Jira, ServiceNow, Freshdesk, Zoho Desk). - Hands-on experience with Windows, Mac OS, Office 365, Active Directory, VPN, networking basics, and cloud support. - Familiarity with ITIL framework (certification preferred but not mandatory). - Excellent communication, problem-solving, and people management skills. - Ability to work under pressure and manage multiple priorities. In addition, you should hold a Bachelor's degree in Computer Science, IT, or a related field. IT certifications such as ITIL, Microsoft, CompTIA, etc. will be considered an added advantage. Overall, you can expect a competitive salary package, the opportunity to lead and grow a strong IT Help Desk team, a dynamic work environment with exposure to global clients, as well as career growth and skill development opportunities. As an experienced IT Help Desk Manager in Ahmedabad, you will play a crucial role in leading our IT support team. Your responsibilities will include: - Manage and lead a team of IT Help Desk Engineers and Coordinators (L1/L2). - Oversee day-to-day IT support operations, including ticket management, incident resolution, and request fulfillment. - Ensure SLA adherence, timely response, and high-quality service delivery. - Develop and implement help desk policies, procedures, and best practices (ITIL framework preferred). - Monitor team performance, conduct regular reviews, and provide training/coaching. - Act as an escalation point for complex technical issues and client concerns. - Coordinate with internal IT, infrastructure, and application teams for seamless issue resolution. - Prepare reports on support metrics, ticket trends, and system performance for management. - Manage shift schedules, resource allocation, and workload distribution. - Collaborate with vendors and third-party service providers when required. Qualifications required for this role include: - Minimum 3+ years of experience in IT Help Desk / Service Desk management or similar leadership role. - Strong knowledge of IT support processes, ticketing tools (e.g., Jira, ServiceNow, Freshdesk, Zoho Desk). - Hands-on experience with Windows, Mac OS, Office 365, Active Directory, VPN, networking basics, and cloud support. - Familiarity with ITIL framework (certification preferred but not mandatory). - Excellent communication, problem-solving, and people management skills. - Ability to work under pressure and manage multiple priorities. In addition, you should hold a Bachelor's degree in Computer Science, IT, or a related field. IT certifications such as ITIL, Microsoft, CompTIA, etc. will be considered an added advantage. Overall, you can expect a competitive salary package, the opportunity to lead and grow a strong IT Help Desk team, a dynamic work environment with exposure to global clients, as well as career growth and skill development opportunities.
