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
Experience: Minimum 3 years in IT Help Desk / End User Support Position Type: Full-time, Onsite (Client Office) About the Role We are looking for skilled IT Help Desk Support Engineers with excellent communication skills to provide Level 1 support for a leading organization in Thane/ Mumbai. The role involves resolving day-to-day IT issues, assisting remote users via Teams/LogMeIn, and ensuring smooth IT operations under defined SLAs. Key Responsibilities Act as the first point of contact for IT-related issues (phone, Teams chat, email, remote support). Provide L1 support including: Password resets, account unlocks. MS Office (Word, Excel, Outlook, PowerPoint) troubleshooting. Printing & scanning issues. VPN setup and basic connectivity support. Email configuration and troubleshooting. Company-specific travel request application support. Accurately log, track, and update incidents in Jira ticketing system . Escalate unresolved issues to the client’s internal IT team (L2/L3). Ensure SLA compliance: P1 tickets – respond within 5 minutes. P2/P3 tickets – respond within 15 minutes. Prepare and share daily and monthly reports on support activity. Maintain strong professional communication with end-users (legal professionals, partners, staff). Adhere to ISO process guidelines and client compliance policies. Required Skills & Qualifications Education : Bachelor’s degree in IT/Computer Science or equivalent. Experience : Minimum 3 years in IT Help Desk / End User Support. Strong knowledge of: Windows OS (10/11) and common applications. MS Office Suite and Outlook. Remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer). VPN & basic networking. Excellent communication skills in English (spoken & written). Customer-oriented with strong problem-solving skills. Ability to work in rotational shifts (7 AM – 11 PM). Must be based in or willing to relocate to Mumbai . What We Offer Opportunity to work with a leading organization in a professional environment. Structured career path with exposure to enterprise-level IT service delivery. Supportive team culture with training and growth opportunities. Competitive salary and benefits. Experience: 3+ Years Employment Type: Full Time Job Location: Thane Role: IT Help Desk Support Engineer (L1) Education: Any Graduate
Experience: Minimum 3 years in IT Help Desk / End User Support Position Type: Full-time, Onsite (Client Office) About the Role We are looking for skilled IT Help Desk Support Engineers with excellent communication skills to provide Level 1 support for a leading organization in Thane/ Mumbai. The role involves resolving day-to-day IT issues, assisting remote users via Teams/LogMeIn, and ensuring smooth IT operations under defined SLAs. Key Responsibilities Act as the first point of contact for IT-related issues (phone, Teams chat, email, remote support). Provide L1 support including: Password resets, account unlocks. MS Office (Word, Excel, Outlook, PowerPoint) troubleshooting. Printing scanning issues. VPN setup and basic connectivity support. Email configuration and troubleshooting. Company-specific travel request application support. Accurately log, track, and update incidents in Jira ticketing system . Escalate unresolved issues to the client s internal IT team (L2/L3). Ensure SLA compliance: P1 tickets respond within 5 minutes. P2/P3 tickets respond within 15 minutes. Prepare and share daily and monthly reports on support activity. Maintain strong professional communication with end-users (legal professionals, partners, staff). Adhere to ISO process guidelines and client compliance policies. Required Skills Qualifications Education : Bachelor s degree in IT/Computer Science or equivalent. Experience : Minimum 3 years in IT Help Desk / End User Support. Strong knowledge of: Windows OS (10/11) and common applications. MS Office Suite and Outlook. Remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer). VPN basic networking. Excellent communication skills in English (spoken written). Customer-oriented with strong problem-solving skills. Ability to work in rotational shifts (7 AM 11 PM). Must be based in or willing to relocate to Mumbai . What We Offer Opportunity to work with a leading organization in a professional environment. Structured career path with exposure to enterprise-level IT service delivery. Supportive team culture with training and growth opportunities. Competitive salary and benefits.
We are looking for a Technical Support Coordinator who can manage daily support operations, ensure smooth communication between clients and the internal IT team, and help deliver timely and high-quality IT support services. This role is ideal for someone who understands IT processes and enjoys coordinating tasks, managing priorities, and keeping workflows Key Responsibilities Coordinate daily support requests and assign tasks to the IT Help Desk/Service Desk team. Track ticket progress and ensure timely resolution as per SLA. Act as the primary communication point for clients, providing updates and handling follow-ups. Monitor escalations and ensure they are routed to the appropriate technical teams. Maintain and update SOPs, documentation, and shift schedules. Prepare weekly and monthly reports on ticket status, team performance, and service quality. Assist with resource planning and workload distribution. Support onboarding of new team members by sharing processes, guidelines, and documentation. Collaborate with internal teams to improve support workflows and customer experience. Required Skills Experience 3+ years of experience in IT support coordination, service delivery, or help desk environments. Strong communication and client-handling skills. Good understanding of IT support processes, ticketing systems, and SLA management. Ability to multitask, prioritize work, and handle time-sensitive tasks. Basic technical knowledge of operating systems, networking fundamentals, and common IT tools. Proficiency with ticketing platforms such as Jira, Freshservice, Zendesk, Zoho Desk, or similar. Strong documentation and reporting skills (Excel, Sheets, dashboards). Preferred Qualifications ITIL Foundation certification (added advantage). Experience working in a hybrid support model. Familiarity with shift-based or multi-client support environments. Work Environment Hybrid model: mix of office attendance and remote work. Collaborative team environment. Opportunity to grow into Service Delivery or Team Lead roles. Why Join Us Work with a supportive and professional IT team. Exposure to multi-client support operations. Growth and skill development opportunities.
Location: Mumbai (Client Site) Experience Required: Minimum 3+ Years Role Overview The IT Service Desk Coordinator will manage daily IT support operations at the client location. The role involves coordinating service desk activities, ensuring timely resolution of tickets, handling escalations, and supporting end users with technical issues. The candidate will also work closely with L1/L2 engineers, vendors, and internal teams to maintain smooth IT operations and meet agreed service levels. Key Responsibilities 1. Service Desk Operations Monitor and manage IT help desk tickets in line with SLAs. Assign, track, and follow up on incidents, service requests, and change requests. Ensure accurate ticket logging, categorization, and prioritization. Coordinate with onsite and remote support teams for timely resolutions. 2. User Support & Coordination Serve as the primary point of contact for IT issues at the client site. Provide L1/L1.5 support for common user issues related to hardware, software, network, and applications. Guide users through troubleshooting steps and document resolution steps. Ensure smooth IT onboarding and offboarding processes for employees. 3. Reporting & Documentation Maintain daily/weekly MIS reports for incidents and service performance. Prepare dashboards highlighting ticket trends, SLA compliance, and user satisfaction. Document SOPs, checklists, known error database, and support guides. 4. Coordination with IT Teams & Vendors Work closely with internal L2/L3 teams for escalations. Coordinate with OEMs and third-party vendors for hardware replacements, warranty claims, and support cases. Track AMC contracts, asset warranty timelines, and service schedules. 5. Asset & Inventory Management Maintain records of laptops, desktops, network devices, accessories, and licenses. Track issuance, movement, and return of IT assets. Coordinate procurement requests and maintain stock availability for IT consumables. 6. IT Compliance & Best Practices Ensure adherence to IT security policies and user guidelines. Support audit processes related to IT operations and asset compliance. Maintain version control for software installations and patches. Required Skills & Qualifications Minimum 3+ years experience in IT service desk or IT coordination roles. Strong understanding of ITSM tools such as ServiceNow, Freshservice, Jira, or equivalent. Hands-on knowledge of Windows OS, MS Office, O365, basic networking, and hardware troubleshooting. Excellent communication, interpersonal, and coordination abilities. Capability to handle pressure situations at client sites with professionalism. Strong analytical and reporting skills. Preferred Skills Experience working in an enterprise or multi-location support environment. Exposure to ITIL concepts and incident/change/problem management. Basic understanding of Active Directory, VPN, and end-user security tools. Experience: 3+ Years Industry Type: Information Technology Employment Type: Full Time Job Location: Mumbai Role: IT Service Desk Coordinator Education: Any Graduate