Helpdesk manager

3 days ago


New Delhi, India Trigyn Technologies Full time

Job Description: Key Responsibilities - • Lead the helpdesk team handling L1 and L2 queries across states. • Ensure timely resolution of tickets and adherence to SLAs. • Manage multi-channel support (email, ticketing system). • Act as SPOC for escalated issues and coordinate with product/tech teams. • Track recurring issues, prepare reports, and drive process improvements. • Build and maintain FAQs, knowledge base, and training material. • Mentor and train helpdesk executives for effective user support. • Engage with NCERT, State teams, and PMU for performance updates. Qualifications & Skills - • Bachelor’s degree in IT/Computer Science/EdTech or related field. • 8–10 years of experience in support operations, with 3+ years in a managerial role. • Strong knowledge of helpdesk tools (., Openforge, OSTicketing tool etc). • Experience in large-scale user support for education/government projects preferred. • Excellent communication and stakeholder management skills. • Strong leadership, problem-solving, and process improvement mindset.


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