IT Help Desk Manager in Ahmedabad
4 days ago
Experience Required: Minimum 3+ years in IT Help Desk / Service Desk Management
Employment Type: Full-Time
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.
- 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.
- Bachelor's degree in Computer Science, IT, or related field.
- IT certifications (ITIL, Microsoft, CompTIA, etc.) will be an added advantage.
- 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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