IT Support Operations Manager

2 weeks ago


Noida, Uttar Pradesh, India Cyfuture Full time
Job Title: IT Support Operations Manager

We are 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:
  • Helpdesk Operations Management:
    • Oversight of daily helpdesk operations, ensuring prompt and efficient support to end-users.
    • Establishment and monitoring of service level agreements (SLAs) and key performance indicators (KPIs).
  • Team Leadership:
    • Leading, mentoring, and managing a team of IT support technicians and engineers.
    • Conducting regular performance evaluations, providing training, ensuring proper shift scheduling and resource allocation to meet business needs.
  • Technical Support:
    • Providing hands-on assistance in resolving complex technical issues across hardware, software, and network environments.
    • Managing IT assets, including procurement, maintenance, and inventory tracking.
    • Ensuring efficient handling of incidents, requests, and change management through ticketing systems.
  • Infrastructure and System Management:
    • Collaboration with the IT team on projects, including system upgrades, migrations, and deployments.
    • Ensuring the effective functioning of Active Directory, Office 365, VPNs, and other enterprise systems.
  • IT Security and Compliance:
    • Enforcing cybersecurity best practices and ensuring adherence to compliance standards (e.g., ISO 27001, GDPR).
    • Monitoring and managing endpoint security solutions, firewalls, and access controls.
    Required Skills and Qualifications:
    • A minimum of 7 years of experience in IT support, with at least 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 in managing and mentoring IT support teams.
    • Relevant certifications like ITIL or equivalent are preferred.
    Estimated Salary: $80,000 - $110,000 per annum

We offer a unique opportunity to join a 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.



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