Helpdesk Manager

1 week ago

India Clinton Health Access Initiative Full time ₹ 12,00,000 - ₹ 24,00,000 per year


Overview

Clinton Health Access Initiative India Private Limited (CIPL) is a private entity, majority-owned by the Clinton Health Access Initiative (CHAI), a US-based non-profit organization. CIPL operates independently and exclusively provides export-based services, contributing to CHAI's goals of improving healthcare access, delivery, and outcomes in underserved populations. CIPL serves as a Global Shared Service (GSS) or Global Capability Center (GCC) harnessing technical expertise and innovative solutions to address global health challenges.

CIPL is an Equal Opportunity Employer, and is committed to providing an environment of fairness, and mutual respect where all applicants have access to equal employment opportunities. CIPL values diversity, inclusion and recognizes that our mission is best advanced by the leadership and contributions of people with diverse experience, backgrounds, and culture.

About the Position:

The Helpdesk Manager is part of a small, high-performing IT team supporting over 1800 staff in over 30 countries. Our goal is to ensure that our systems are reliable, secure, and robust to support CHAI staff, volunteers, and partners fulfill their mission of expanding access and care to health care services in underserved areas.

Based in India the Helpdesk Manager will play a key role on the IT team supporting our worldwide staff. The person in this position will manage four helpdesk staff members based around the world to provide rapid, quality support to CHAI staff. They will provide escalated support to the helpdesk engineers and ensure effective communications with all CHAI staff. This position requires a self-starter who is knowledgeable, meticulous, and resourceful to be successful and effective in a fast-moving and entrepreneurial environment. Must be excited by the challenge of tackling projects in new areas, quickly building knowledge and skills and effectively applying them.



Responsibilities

Implement and maintain policies and procedures regarding how problems are identified, received, documented, distributed, and correctedRoll out policies and procedures to the larger organizationManage CHAI's ticketing system, ensuring CHAI employees are working at their optimal best daily on desktops, laptops, handheld communication devices and workstationsEvaluate new information systems products or services and suggests changes to existing products or services to better aide the end userAddress any complicated support issues that are escalated by team membersCreate and manage escalation procedures and ensures service levels are maintainedManage the Help Desk team's daily activities by prioritizing client issues and being proactive with responses.Improve usage of IT Support resources and increase productivity of the teamCommunicate with all parties in a constructive manner to guarantee customer expectations are metPerform follow-up on helpdesk tickets to verify final resolution and determine satisfaction levelInterface with appropriate technical personnel for problems that cannot be resolved effectivelyUnderstand overall Help Desk objectives, as well as the role and function of each team memberContribute to the continuity of computer services by providing the necessary technical leadershipDrive problem investigations and resolution as requiredDesign and maintain process documentation for the Help Desk teamManage the process of implementing change efficiently and effectively

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field with a minimum of seven years of relevant work experience, including more than two years of experience in a managerial role overseeing IT support or helpdesk teamsProven experience in managing helpdesk ticketing systems and ensuring service levels are maintained effectivelyStrong knowledge of ITIL (Information Technology Infrastructure Library) practices and experience in implementing IT service management (ITSM) best practicesProficiency in managing Office365, Active Directory (AD), Azure AD, and other IT infrastructure componentsDemonstrated ability to develop, implement, and manage helpdesk policies and procedures for incident management and escalationsExceptional communication and leadership skills with a track record of managing cross-functional and remote teams effectivelyStrong analytical and problem-solving skills with the ability to address complex technical issues escalated by team membersExperience in resource planning and team productivity optimization to enhance IT support efficiencyHigh level of proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) for reporting and documentationFamiliarity with information systems evaluation and making recommendations for improvements to support end-users betterAbility to create and maintain technical process documentation accurately and efficientlyProven ability to manage change efficiently, including implementation of new policies and technologiesCertifications such as ITIL Foundation, Microsoft Certified: Enterprise Administrator Expert, or equivalent are preferredCustomer-focused mindset with the ability to ensure high levels of user satisfactionSelf-starter with a proactive approach to managing tasks in a fast-paced and entrepreneurial environmentWillingness to learn new technologies quickly and adapt to evolving organizational needs

#jobreference3 #region2


  • Manager - IT Helpdesk

    3 weeks ago

    Bengaluru, India Navi Full time

    Job Description About the Team The IT team at Navi ensures smooth day-to-day operations across the organization, and focuses on enhancing workplace experience. They manage office services, coordinate logistics, and handle administrative tasks to support stakeholders in achieving their objectives. About the Role The IT Helpdesk Manager is responsible for...

  • Helpdesk Executive

    3 weeks ago

    Gurugram, India JLL Full time

    Job Description Job Title: Helpdesk Executive- Facility Management Department: Facilities / Operations Reports To: Helpdesk Manager Location: Gurugram Employment Type: Full-Time Job Summary: We are looking for detailed oriented and customer helpdesk executive to support our facility management operations. This role is responsible for receiving, logging,...

  • Helpdesk Engineer/Sr. Helpdesk Engineer

    2 weeks ago

    India Clinton Health Access Initiative Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    OverviewClinton Health Access Initiative India Private Limited (CIPL) is a private entity, majority-owned by the Clinton Health Access Initiative (CHAI), a US-based non-profit organization. CIPL operates independently and exclusively provides export-based services, contributing to CHAI's goals of improving healthcare access, delivery, and outcomes in...

  • [Urgent Search] IT Helpdesk Manager

    3 weeks ago

    Nagar, Sahibzada Ajit Singh Nagar, India Lytegen Full time

    Job Description Job Description Lytegen is seeking an experienced IT Helpdesk Manager to lead our helpdesk team and enhance our IT support operations. In this role, you will be responsible for the overall management of the helpdesk, ensuring high-quality technical support for our staff while fostering a positive and efficient work environment. Your primary...

  • Helpdesk Operator

    7 days ago

    India DEME Full time

    **Summary**: As a Helpdesk Operator, you will play a vital role in providing efficient and timely support to our organization's users through the ServiceNow ticketing tool. You will be responsible for managing and resolving various IT-related issues, ensuring smooth operations, and delivering excellent customer service. **Responsibilities**: - Receive,...

  • Associate Manager

    2 weeks ago

    Hyderabad, India PepsiCo Full time

    Job Description Overview The Senior Helpdesk Agent plays a key role in overseeing the ticket resolution process, handling more complex procurement issues, and acting as a mentor for junior team members. This role requires a deep understanding of procurement workflows, advanced troubleshooting skills, and strong coordination with technical teams and...

  • [15h Left] SPE-CX-Multi Channel Helpdesk

    3 weeks ago

    Hyderabad, India Cognizant Full time

    Job Description Job Summary Join our team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in English communication and Hi-Tech domain knowledge to provide exceptional customer support. With a hybrid work model and day shifts you will play a crucial role in enhancing customer satisfaction and driving operational efficiency. Your...

  • SPE-CX-Multi Channel Helpdesk

    1 week ago

    Hyderabad, India Cognizant Full time

    Job Description Job Summary The SPE-CX-Multi Channel Helpdesk role is designed for professionals with 3 to 5 years of experience in providing exceptional customer support across multiple channels. The candidate will leverage their expertise in the ISV domain and proficiency in English to ensure seamless communication and resolution of customer inquiries....

  • Helpdesk Associate-Troubleshooting

    3 weeks ago

    Bengaluru, India NTT Data Full time

    Job Description NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Helpdesk Associate-Troubleshooting to join our team in Bangalore, Karntaka (IN-KA), India (IN). Requirements: -...

  • Helpdesk Associate

    3 weeks ago

    Bengaluru, India NTT Data Full time

    Job Description NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Helpdesk Associate - ITIL to join our team in Bangalore, Karntaka (IN-KA), India (IN). Requirements: - Helpdesk...