IT Help Desk Manager in Ahmedabad

4 days ago

Ahmedabad, Gujarat, India Zenkins Technologies Full time ₹ 2,50,000 - ₹ 12,00,000 per year

Experience Required: Minimum 3+ years in IT Help Desk / Service Desk Management

Employment Type: Full-Time

About the Role

We are looking for a proactive and experienced IT Help Desk Manager in Ahmedabad to lead our IT support team in Ahmedabad. The ideal candidate will have hands-on experience in managing IT Help Desk Engineers, coordinating support operations, ensuring SLA compliance, and delivering exceptional end-user support. This role demands strong leadership, technical knowledge, and excellent communication skills.

Key Responsibilities
  • Manage and lead a team of IT Help Desk Engineers and Coordinators (L1/L2).
  • Oversee day-to-day IT support operations, including ticket management, incident resolution, and request fulfillment.
  • Ensure SLA adherence, timely response, and high-quality service delivery.
  • Develop and implement help desk policies, procedures, and best practices (ITIL framework preferred).
  • Monitor team performance, conduct regular reviews, and provide training/coaching.
  • Act as an escalation point for complex technical issues and client concerns.
  • Coordinate with internal IT, infrastructure, and application teams for seamless issue resolution.
  • Prepare reports on support metrics, ticket trends, and system performance for management.
  • Manage shift schedules, resource allocation, and workload distribution.
  • Collaborate with vendors and third-party service providers when required.
Requirements
  • Minimum 3+ years of experience in IT Help Desk / Service Desk management or similar leadership role.
  • Strong knowledge of IT support processes, ticketing tools (e.g., Jira, ServiceNow, Freshdesk, Zoho Desk).
  • Hands-on experience with Windows, Mac OS, Office 365, Active Directory, VPN, networking basics, and cloud support.
  • Familiarity with ITIL framework (certification preferred but not mandatory).
  • Excellent communication, problem-solving, and people management skills.
  • Ability to work under pressure and manage multiple priorities.
Education
  • Bachelor's degree in Computer Science, IT, or related field.
  • IT certifications (ITIL, Microsoft, CompTIA, etc.) will be an added advantage.
What We Offer
  • Competitive salary package.
  • Opportunity to lead and grow a strong IT Help Desk team.
  • Dynamic work environment with exposure to global clients.
  • Career growth and skill development opportunities.

Experience: 3+ Years

Industry Type: Information Technology

Employment Type: Full Time

Job Location: Ahmedabad India

Role: IT Help Desk Manager

Education: B.E/ B.Tech/ BCA/ MCA/ M.Sc.IT in Computer/ IT/ Relavant

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