IT Helpdesk Manager

Essential Qualifications :-

• Any Graduate, preferably bachelors degree in Computer Science or information technology.
• Working Experience of 6-8 Years
• Proven work experience as IT Support Manager/Engineer.

Preferred Key Skill /Qualifications :-

Troubleshooting of IT equipment, Operating Systems, Network issues etc.

• Microsoft 365 & Office 365 administration
• Power BI or other dashboarding tool experience.
• Jira, ServiceNow etc ITSM tools experience
• Familiarity with CRM and marketing automation platforms, Analytical skills to measure SLAs
• Strong communication skills for external client interactions and stakeholder engagement.
• Cold calling and lead nurturing experience (preferred for partner/vendor outreach).
• Good documentation and presentation skill
• Team management
• Knowledge of ITSM processes.

Essential Experience :-

• Work Experience as IT support Manager/Engineer, Troubleshooting of Windows OS, Network Management, Mobile Device Management and O365 administration, Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals
• Experience in using ITSM tools like Jira, ServiceNOW
• Knowledge of popular software applications and remote connection systems
• Troubleshoot and solve complex hardware and software issues

• Implementing, Configuring and Testing enterprise applications

• Excellent interpersonal skills

• Mentoring IT support team

• Good written and verbal communication skills

• Good Analytical skills, monitor and manage SLAs

• Good documentation skills Excel, Word, Power Point

• Providing User Training and Support

• Ability to travel and work after hours when necessary

• Good Email communication and Vendor communication

• Hindi & English Language: R/W/S must

Competencies :-

* Fluent in communication, articulating requirements and Troubleshooting of IT related issues

Decision Making Control :-

Decide appropriate vendor that can deliver the required solution within budget, time and in prescribed quality.

Key Roles/Responsibilities:

• Manage a team of IT Support executives and Karuna Fellows

• Overall responsible for the IT Curriculum planning and its execution and Learning & Development of Karuna Fellows

• Conduct necessary capacity building sessions for the Karuna Fellows

• Providing a high level of service to stakeholders and adhere to our strict SLAs for response and restoration times, Understanding of change and release management

• Microsoft 365, Office 365 administration

• Contacting end users and asking appropriate questions to know the nature of the problem
• Troubleshooting hardware and software issues with remote session

• Installing and maintaining hardware and computer peripherals

• Installing and upgrading operating systems and computer software

• Excellent analytical and problem-solving skills, troubleshooting of networking and connection issues.

• Advising on software or hardware upgrades. Support marketing-related IT initiatives, including email campaigns, CRM systems, and website content coordination
• Engage in cold calling and follow-ups with vendors or potential service partners to gather requirements, explore new tools or solutions
• Client interactions and stakeholder management for requirement gathering, issue resolution, and timely service delivery

• Prepare and present dashboards using Power BI to track IT performance, service metrics, and support KPIs

• Providing training on computer operations and management and relevant programs

• Planning of knowledge sharing sessions with the team

• Coordinating with System vendors for resolving any hardware issues

• Managing Enterprise applications for the users

• Day-to-Day coordination with Software vendor/partners for application issues and application requirements

• Network device Firmware upgrades
• Responsible to drive all technical and functional issues towards closure

• Diagnosis, investigation, resolution, coordination with business, application owners, infrastructure support

• To assist with the support of internal applications and infrastructure

• Package install, upgrades in different environments. Deployment of patches in multiple environments and tracking the same.

• Ensuring that client systems are fully operational, and any loss of service is restored in a timely and efficient manner

• Problem determination, workaround resolution, root cause analysis, major incident management

• Deployment of service releases, patches, requests and customizations

• Ensure that solution and application support documentation is maintained to the highest quality and accuracy

• Ability to work both independently and as part of a team

• Flexibility - responsibilities may require occasional evening and weekend work