IT Help Desk Manager

3 days ago

Bengaluru, Karnataka, India Check Point Software Full time ₹ 12,00,000 - ₹ 24,00,000 per year

About the Role

We 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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