Help Desk Manager

2 weeks ago

Bengaluru, Karnataka, India Navi Full time

About Navi

Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences.

Founders: Sachin Bansal & Ankit Agarwal

Know what makes you a "Navi_ite" :

1.Perseverance, Passion and Commitment


• Passionate about Navi's mission and vision


• Demonstrates dedication, perseverance and high ownership


• Goes above and beyond by taking on additional responsibilities

2.Obsession with high quality results


• Consistently creates value for the customers and stakeholders through high quality outcomes


• Ensuring excellence in all aspects of work


• Efficiently manages time, prioritizes tasks, and achieves higher standards

3.Resilience and Adaptability


• Adapts quickly to new roles, responsibilities, and changing circumstances, showing resilience and agility

Job Summary:

The IT Helpdesk Manager is responsible for overseeing the day-to-day operations of the IT helpdesk function supporting multiple locations of Navi including Corporate and Regional/City Offices ensuring that all IT-related issues and service requests are resolved efficiently. This role will lead a team of Helpdesk professionals, manage escalations, and ensure a high level of customer satisfaction through effective IT support. The manager will also work to optimize service delivery, establish key performance metrics, and drive continuous improvement of IT

service processes.

Key Responsibilities:

1. Leadership & Team Management:

● Manage and lead the IT helpdesk team, ensuring the team is adequately staffed and trained to provide effective support.

● Monitor helpdesk performance, set goals, and provide feedback to team members through performance reviews.

● Identify skill gaps and arrange training and development for helpdesk staff.

● Ensure adherence to company policies and IT best practices.

2. Operations & Support:

● Oversee the daily Help Desk operations, ensuring efficient ticket handling, resolution, and follow-up on service requests and incidents.

● Develop and enforce service level agreements (SLAs) to ensure timely resolution of IT issues.

● Manage escalations and work with other IT teams for issue resolution

● Ensures helpdesk support is available for all necessary shifts

3. Performance Monitoring & Reporting:

● Track and analyze helpdesk performance metrics, such as first response times, resolution rates, and customer satisfaction scores.

● Generate periodic MIS reports on helpdesk activity, identifying trends and opportunities for improvement.

● Regularly review and improve processes to enhance efficiency and service quality.

4. Technology & Tools:

● Manage helpdesk software, including ITSM, ITAM, End-PointPatch Management and MDM tools and systems are up-to-date and meet the needs of the business. Evaluate and recommend new tools and technologies to improve helpdesk operations.

5. Customer Satisfaction:

● Drive high customer satisfaction by ensuring timely, efficient, and courteous IT support services. Gather feedback from users to continuously improve helpdesk service and user experience by organizing CSAT surveys

● Collaboration & Communication:

● Collaborate with other IT teams (networking, systems, applications) to resolve complex issues.

● Provide regular updates on helpdesk performance, incidents, and improvement initiatives.

● Ensure clear communication with end-users regarding system updates, downtimes, and scheduled maintenance.

Technical Skill Sets:

1. IT Infrastructure and Systems Knowledge

● Operating Systems: Expertise in Windows, MacOS, and Linux operating systems.

● Networking Basics: Knowledge of networking concepts like TCP/IP, DNS, DHCP, VPNs, and firewalls.

● Hardware Management: In Depth understanding and Hands on experience of setting up Asset

Management solution. Understanding of hardware components such as PCs, laptops, printers, and mobile devices.

● Cloud Services: Familiarity with SaaS platforms like Adobe, Office 365 and its management

2. Service Desk Tools and Technologies

● ITSM Tools: Hands on experience with service management tools such as ServiceNow, Manage Engine,

Jira, or Zendesk.

3. Troubleshooting and Problem-Solving

● Issue Diagnosis: Ability to diagnose, analyze, and troubleshoot a wide range of hardware, software, and network issues.

● Root Cause Analysis (RCA): Skill in identifying the underlying causes of recurring problems

● Networking Fundamentals

● IP Addressing & Subnetting: Familiarity with IPv4/IPv6 addressing, subnetting, and supernetting.

● DHCP & DNS: Understanding Dynamic Host Configuration Protocol and Domain Name System operations.

● Security Protocols: Knowledge of security protocols (e.g., SSL, TLS, IPSec, VPNs).

● Patch Management: Ensuring that all systems are updated with the latest patches and updates to

minimize vulnerabilities.

● Wi-Fi Standards: Knowledge of wireless standards (e.g., 802.11n/ac/ax) and protocols.

Qualifications & Requirements:

● Education: B. Tech in Information Technology/ Computer Science

Experience:

● 3-4 years of experience in IT support/helpdesk roles with at least 2-3 years in Team Lead capacity.

● Proven experience in managing IT support teams and handling escalated technical issues.

Skills:

● Strong team management skills.

● Excellent communication and interpersonal skills to work effectively with staff and end-users.

● Proficiency in helpdesk ticketing systems, ITIL frameworks, and incident management.

● Strong problem-solving skills with the ability to work under pressure.

● Ability to manage multiple priorities and meet deadlines.

Certifications (Preferred):

● ITIL Foundation certification, Project Management Certifications

● CompTIA A+, Network+, or other relevant IT support certifications.

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