IT Service Desk Manager

21 hours ago

Tiruppur, Tamil Nadu, India beBeetechnical Full time ₹ 18,00,000 - ₹ 28,00,000
About the Role

Technical support managers are responsible for leading and managing a team of technical support engineers to ensure prompt and efficient resolution of customer queries.

The role requires developing and implementing IT service desk policies, procedures, and standards to ensure compliance with organizational requirements. Managing IT assets, vendor relationships, and procurement processes to optimize cost and efficiency is also crucial.

A key aspect of this role is fostering positive end-user and cross-functional relationships to drive customer satisfaction.

Maintaining accurate records, reports, and documentation in compliance with organizational and regulatory requirements is vital.

Recruit, select, orient, train, and develop employees within their roles.

Conduct regular check-ins with direct reports to monitor performance, track progress, and discuss successes and challenges.

Key Skills and Qualifications

  • Graduate in Engineering or Technical discipline with knowledge of servers, desktop OS, O365, networking, firewall, Windows AD, domain controller, PC/Laptop/Server Hardware, tablets, software applications, server maintenance, etc.
  • At least 15 years of total IT experience with a minimum of 5 years of experience in IT Helpdesk/Service Desk management in an Enterprise environment.
  • 24X5/7 Global Support Operations Management and ITIL Certification.
  • Strong leadership capability, deep IT/PC troubleshooting knowledge, excellent customer service skills, excellent problem-solving skills, strong coordination skills, proactive, creative, attention to detail, excellent research skills, excellent English communication skill (both written & verbal).

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