IT Helpdesk Manager

Cyfuture India Pvt. Ltd. is seeking a highly skilled and experienced IT Helpdesk Manager to oversee our IT support operations and ensure the delivery of exceptional technical support to end-users.

The ideal candidate will lead the helpdesk team, manage IT systems, and implement best practices to enhance the organization's IT support infrastructure.

Key Responsibilities:

1. Helpdesk Operations Management:

• Oversee the daily operations of the IT helpdesk, ensuring prompt and efficient support to end-users.
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs).

2. Team Leadership:

• Lead, mentor, and manage a team of IT support technicians and engineers.
• Conduct regular performance evaluations, provide training, ensure proper shift scheduling and resource allocation to meet business needs.

3. Technical Support:

• Provide hands-on assistance in resolving complex technical issues across hardware, software, and network environments.
• Manage IT assets, including procurement, maintenance, and inventory tracking.
• Ensure efficient handling of incidents, requests, and change management through ticketing systems.

4. Infrastructure and System Management:

• Collaborate with the IT team on projects, including system upgrades, migrations, and deployments.
• Ensure the effective functioning of Active Directory, Office 365, VPNs, and other enterprise systems.

5. IT Security and Compliance:

• Enforce cybersecurity best practices and ensure adherence to compliance standards (e.g., ISO 27001, GDPR).
• Monitor and manage endpoint security solutions, firewalls, and access controls.

Required Skills and Qualifications:

• Minimum 7 years of experience in IT support with minimum 2 years in a managerial/lead role, proficiency in helpdesk management tools (e.g., ServiceNow, Freshdesk, JIRA).
• Strong knowledge of Windows, macOS, and Linux operating systems.
• Familiarity with Active Directory, Office 365 administration, and networking fundamentals (TCP/IP, DNS, VPN).
• Hands-on experience with IT asset management and ticketing systems.
• Understanding of ITIL frameworks and best practices.
• Proven experience managing and mentoring IT support teams.
• Relevant certifications like ITIL or equivalent is preferred.

What we offer:

• A unique opportunity to join collaborative work environment in a hyper-growth context
• The chance to grow your professional and technical skills, with real room for career progression
• Medical Insurance by the company
• An employee-friendly compensation structure

If you think yourself fit for the role, kindly share your CV at shiny.gakhar@cyfuture.com.