IT Help Desk Manager

3 days ago

Bengaluru, India Check Point Software Full time

About the Role We are looking for a passionate and experienced Help Desk Team Lead to join our global IT team If you have a strong background in end-user support, leadership skills, and a drive to improve service delivery and efficiency, we’d love to hear from you. In this position, you will lead a regional Tier 1 support team, drive KPIs, optimize daily operations, and implement service improvements while maintaining a hands-on approach. Your Impact & Responsibilities - Manage 5–6 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions during the day, including remote management in Singapore. - Manage 3–4 Tier 1 Help Desk agents that support AMR region. - Be onsite at least 4 days a week. - Own the Help Desk KPIs (e.g., resolution time, response time, reopen rates). - Participate in planning and implementing automation and AI solutions for Tier 1. - Ensure high-quality support via phone, portal, chat, and walk-in. - Monitor ticketing queues and drive performance against SLA. - Work closely with HR, IT Ops, and Security on user lifecycle processes. - Oversee knowledge base creation, documentation, and training. - Support both Windows and Mac OS environments. - Drive onboarding and offboarding operational excellence. - Conduct regular 1:1s, feedback sessions, and cross-training within the team. - Provide hands-on support when needed, especially in peak or crisis situations. Your Knowledge & Skills - 10+ years experience with 4–5 years of experience managing Help Desk or Tier 1 IT support teams in a corporate company. - Strong understanding of ITSM tools (Jira Service Desk or similar). - Excellent knowledge of user support workflows and service desk operations. - Hands-on experience with Microsoft 365, Active Directory, and SSO platforms. - Familiarity with Mac OS and Kandji – advantage. - Knowledge or experience with AI-driven support tools or chatbots – advantage. - Excellent interpersonal, verbal, and written communication skills in English. - Experience working in a global or multi-site environment – advantage. - Strong organizational and time management skills. - Customer-first mindset with a proactive, can-do attitude. - Bachelor’s degree in a relevant field or equivalent practical experience – advantage.

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