Manager - Information Technology Helpdesk

Key Skills

Key Roles and Responsibilities:

• Provide first-level support for laptops, desktops, printers, mobile devices, and other tech equipment.
• Diagnose and resolve technical issues in accordance with defined severity levels and SLAs.
• Perform installation, configuration, and troubleshooting of operating systems such as Windows 10, Windows 11, and macOS (e.g., Sonoma, Ventura).
• Provide support for printer setup and troubleshooting, Slack, Google Cloud Platform (GCP), VPN, and Microsoft 365 (O365) applications.
• Resolve software and hardware-related issues efficiently.
• Configure network and local printers and resolve common printing problems.
• Log, prioritize, and track helpdesk tickets using FreshWorks or other ITSM tools.
• Escalate unresolved technical issues to the appropriate internal teams or vendors.
• Collaborate closely with other IT team members to diagnose complex problems and deliver resolutions.
• Work with cross-functional departments to understand and address specific technical needs.
• Document resolutions for recurring issues and update the internal knowledge base.
• Provide ongoing support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Support AV room equipment and ensure full functionality for meetings and presentations.
• Coordinate with network/infrastructure teams to resolve Wi-Fi or connectivity issues beyond first-level troubleshooting.
• Deliver prompt support via phone, Slack, and FreshWorks ticketing system, ensuring timely updates and follow-ups.
• Track laptop devices under warranty and manage vendor coordination for repairs or replacements.
• Maintain detailed records of warranty claims and follow through to resolution.

Experience Requirements:

• 3 to 4 years of hands-on experience in an IT Helpdesk support role.
• Strong background in PC hardware troubleshooting, software installation, and user support.
• Experience resolving common issues on Windows and macOS platforms.
• Proven ability to handle multi-channel support (Slack, ticketing systems, and phone) efficiently.
• Familiarity with O365 tools and applications, including resolving typical user-related issues.
• Experience maintaining and supporting AV conference room equipment is a plus.
• Ability to coordinate with cross-functional technical teams and external vendors.
• Previous experience managing helpdesk documentation and knowledge bases.
• Preferred experience with endpoint security tools (e.g., ManageEngine or similar solutions).
• Working knowledge of patch management practices and related tools is an advantage.

Education: