Zenkins Technologies

We are looking for a proactive and experienced IT Help Desk Manager in Ahmedabad to lead our IT support team in Ahmedabad. The ideal candidate will have hands-on experience in managing IT Help Desk Engineers, coordinating support operations, ensuring SLA compliance, and delivering exceptional end-user support. This role demands strong leadership, technical knowledge, and excellent communication skills. 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