IT Help Desk Manager

IT Help Desk Manager in Ahmedabad

Key Responsibilities

• 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.

Requirements

• Minimum

  3+ years of experience

  in IT Help Desk / Service Desk management or similar leadership role.
• Strong knowledge of IT support processes, ticketing tools (eg, 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.

Education

• bachelors degree in Computer Science, IT, or related field.
• IT certifications (ITIL, Microsoft, CompTIA, etc) will be an added advantage.

What We Offer

• Competitive salary package.
• Opportunity to lead and grow a strong IT Help Desk team.
• Dynamic work environment with exposure to global clients.
• Career growth and skill development opportunities