IT Helpdesk Manager/service Desk Manager/it Support

2 weeks ago

India Hectae Analytics and Software Solutions Full time
We're seeking a skilled IT Service Desk Manager to lead Haass's IT Service Desk

This role will oversee IT Service Desk support quality, drive service excellence,

and support team performance across our Service Desk operations. monitoring ticket quality, delivering actionable feedback, and partnering with leadership

across the business to improve support standards and customer satisfaction.

You will also provide guidance to a team of IT support staff while playing an active role in

Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensure

optimal performance and professional growth.

• Service Management: Oversee daily service desk and IT operations, ensuring timely

Customer Support: Act as the escalation point for complex technical issues,

Identify and implement improvements to service delivery and

operational efficiency to enhance service quality.

• Maintain up-to-date knowledge of company systems, assets and

SaaS ecosystem to effectively support the team and users.

• Generate regular reports on service performance, customer feedback, and

Collaboration: Work closely with cross-functional teams to ensure seamless service

integration and support.

• Schedule Management: Develop and manage the help desk team's schedules to

Coordinate shifts,

Partner with HR to help hire, evaluate, and onboard candidates for

the Support Desk team — ensuring recruits have the right technical competency,

Training & Development: existing team members to enhance technical knowledge, customer service skills, and

maintain API calls for integrations between service desk tools and enterprise

applications, ensuring seamless workflows and data accuracy.

5+ years of relevant experience in a Help Desk, IT Support, or Service Desk

3+ years of experience in a leadership role; management experience preferred.

• Solid understanding of IT Service Desk operations, ticketing systems, and best

practices (ServiceNow experience is a plus).

• Understanding of the IT Service Management ( ITSM ) framework.

• Strong leadership and team management skills with proven ability to deliver

constructive feedback and guide performance improvement.

• SharePoint and Confluence are a plus).

• ITIL V4 certificate holder is a plus

About Hectae Analytics and Software Solutions (Haass.At Haass , we enable organizations to streamline and modernize their IT operations by

designing, implementing, and supporting tailored software solutions. Freshworks Partner , we specialize in end-to-end implementation and optimization of

Freshworks products, IT service management (ITSM), and IT operations management for

Our focus areas include IT Service Desk transformation, IT Asset

Management, CRM implementations, and automation of enterprise workflows.

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