Sr IT Infra Help Desk

Job Title: IT Infra Helpdesk Manager

Roles & Responsibilities:

• Develop and implement technical procedures that effectively address end users IT problems.
• Oversee IT Infra support team functions.
• Perform general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.
• Ensure no freeware/unlicensed software is installed on endpoints.
• Ensure daily checklists are performed and updated (e.g., VC connectivity, wireless/LAN connectivity).
• Manage IT Engineer shifts.
• Act as an escalation point of contact for IT Infrastructure helpdesk.
• Ensure all incidents and service requests are recorded in the ticketing tool. Review daily pending tickets, closely follow up, and bring them to closure.
• Manage print server and local file server.
• Produce standard reports on the status of the infrastructure and regularly communicate how their work relates to the success of the organization.
• Properly allocate, de-allocate, and maintain asset inventory.
• Manage relationships with vendors and service providers, negotiate contracts, and ensure service level agreements (SLAs) are met.
• Ensure all IT initiatives comply with organizational policies and regulatory requirements.
• Administer VDI Pool/Master image and user management.

Additional Responsibilities:

• Bachelor’s or master’s degree in Computer Science, Information Technology, or a related IT field.
• 10-12 years of experience in IT management, focusing on infrastructure, application management, and end-user services.
• 5+ years of experience in infrastructure architecture or similar senior technical roles.
• Proven track record of designing and implementing scalable IT infrastructure solutions.
• Experience supporting remote office environments.
• Experience deploying and supporting cloud-based applications and infrastructure.
• Excellent critical thinking, problem-solving, communication, and interpersonal skills.
• Ability to provide team leadership and resource allocation, balancing competing demands while maintaining customer satisfaction.
• Strong analytical skills, attention to detail, and ability to work under tight schedules.
• Flexible to travel as needed.