IT Helpdesk Manager

7 days ago

Noida, India Cyfuture Full time

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

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