IT Helpdesk Manager

4 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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