IT Help Desk Manager

1 day ago

Bengaluru, India Check Point Software Full time

About the RoleWe 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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