Help Desk Manager

Job Description: Helpdesk Manager

Position: Helpdesk Manager

Department: IT Service Delivery

Location: Navi Mumbai

Reporting To: Head of IT Operations

CTC : UPTO 8LPA

SHARE ME YOUR UPDATES RESUME: supriya@triventure.in / 7400216282 - Supriya

Job Summary

We are seeking a proactive and customer-focused Helpdesk Manager to join our IT Service

delivery team. The Helpdesk Manager will lead and manage the IT helpdesk team, ensuring high quality,

efficient, and customer-centric support services. This role involves overseeing day-to-day

operations, implementing best practices, and driving continuous improvement in line with

organizational goals.

Key Responsibilities

• Oversee daily operations of the IT helpdesk team, ensuring timely and effective resolution of

user issues.

• Develop, implement, and monitor helpdesk procedures aligned with ITIL best practices.
• Monitor key performance indicators (KPIs) such as response time, resolution time, and customer

satisfaction.

• Manage helpdesk staffing, including hiring, training, and performance evaluation.
• Collaborate with other IT departments and business units to address recurring issues and

enhance service delivery.

• Ensure compliance with company policies, industry standards, and security protocols.
• Develop and maintain documentation, including knowledge base articles, training material and

SOP.

• Implement tools and technologies to optimize helpdesk performance.
• Handle escalations and communicate effectively with stakeholders regarding critical issues.

Required Skills & Qualifications

• Bachelors degree in information technology, Computer Science, or related field.
• 5+ years of experience in IT support or helpdesk management.
• Strong knowledge of ITIL principles and ITSM tools.
• Proven experience in managing a team of IT professionals in a fast-paced environment.
• Excellent problem-solving, organizational, and communication skills.
• Familiarity with remote support technologies and tools.
• Strong customer service orientation with a focus on delivering exceptional support