FTE Helpdesk Manager

Iron Systems, Inc; Sahibzada Ajit Singh Nagar; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Iron Systems, Inc. is seeking a Manager – FTE Helpdesk to lead global operations supporting Field Engineers and other workforce categories across multiple programs.

You will drive onboarding readiness, permissions, and service portal usage while coordinating with cross-functional teams to ensure timely issue resolution. The role requires 6–10 years in helpdesk/HR/ workforce ops, leadership experience, and strong communication.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, Information Technology, Operations Management, or a related discipline.
• Typically, 6–10 years of experience in Helpdesk Operations, HR Operations, Workforce Operations, Service Delivery, or related support functions.
• At least 2–4 years of experience in a team leadership or people management role.
• Experience managing support operations for a distributed, deskless, mobile, or field-based workforce is strongly preferred.
• Experience supporting global teams, multiple time zones, customer programs, or geographically distributed operations is an advantage.
• Prior experience with ticketing systems, workforce management platforms, HRIS applications, service portals, and operational reporting tools is desirable.

Responsibilities

• Lead and manage day-to-day FTE Helpdesk operations supporting Field Engineers across multiple geographies, customer programs, and employment categories.
• Ensure timely resolution of worker queries related to onboarding readiness, access and credentials, Serviceo usage, timesheets, attendance, work assignments, shift-related concerns, and workforce administration.
• Manage the Helpdesk's shared mailbox, ticket queues, communication channels, and other designated support platforms.
• Coordinate with Internal and Recruitment teams to ensure Field Engineers are appropriately onboarded and operationally ready before deployment.
• Define, monitor, and report on Helpdesk SLAs, including first response time, resolution time, ticket backlog, escalation turnaround, and case quality.
• Develop team capability through training on internal systems, workforce policies, customer-specific processes, communication standards, and escalation protocols.
• Foster a service-oriented culture focused on ownership, responsiveness, accuracy, and continuous improvement.
• Provide data-driven recommendations to Team leadership for improved service delivery, workforce experience, productivity, and operational scalability.

Skills

Team Leadership

Operations Management

Global Operations

Service Delivery

Workforce Management

SLA & KPIs

Communication

Data Reporting

HRIS Systems

Ticketing Systems

Education

Bachelor's degree in HR/Business/IT/Operations

Tools

Ticketing systems

HRIS platforms

Workforce management tools

Job description

Company Overview

Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services.

B. Field Engineer Lifecycle & Operational Readiness

C. Serviceo Portal & Workforce Process Support

D. Team Leadership & Performance Management

E. SLA, Quality & Compliance Management

F. Stakeholder & Cross-Functional Coordination

G. Reporting, Analytics & Continuous Improvement

• Position Summary The Manager – FTE Helpdesk is responsible for leading the global FTE Helpdesk operations supporting Field Engineers and other designated workforce categories across Iron Systems' customer programs.
• Key Responsibilities
• FTE Helpdesk Operations & Service Delivery
• Lead and manage day-to-day FTE Helpdesk operations supporting Field Engineers across multiple geographies, customer programs, and employment categories.
• Ensure timely resolution of worker queries related to onboarding readiness, access and credentials, Serviceo usage, timesheets, attendance, work assignments, shift-related concerns, and workforce administration.
• Manage the Helpdesk's shared mailbox, ticket queues, communication channels, and other designated support platforms.
• Ensure consistent, professional, and documented communication with Field Engineers, Program Managers, and internal stakeholders.
• Monitor open, pending, overdue, and escalated cases to ensure timely closure and prevent operational bottlenecks.
• Coordinate with Internal and Recruitment teams to ensure Field Engineers are appropriately onboarded and operationally ready before deployment, as applicable to the program.
• Support the creation and activation of Internal Service Contracts and coordinate the provisioning of required credentials, accounts, and access with relevant IT and operations teams.
• Ensure required worker information, program details, payroll or employment category, job order references, and other mandatory details are accurately communicated to the appropriate teams.
• Support workforce transitions, program changes, worker transfers, and offboarding activities through defined processes.
• Coordinate with relevant stakeholders to resolve deployment blockers, missing information, access issues, and other readiness gaps.
• Maintain appropriate records of support requests and lifecycle-related actions to support operational visibility and auditability.
• Oversee Helpdesk support for the Serviceo portal and related workforce management workflows.
• Ensure Field Engineers receive appropriate assistance with check-in/check-out, timesheet submissions, deliverable uploads, messaging, and other portal-related activities.
• Coordinate resolution of portal access, technical, data, and workflow issues with the relevant technical or application support teams.
• Promote correct portal usage and adherence to prescribed operational procedures.
• Identify recurring issues and collaborate with IT, and Program Management teams to improve user experience and reduce avoidable support requests.
• Monitor portal-related compliance and adoption indicators, including Portal Collaboration Rating (PCR), where applicable.
• Lead, coach, and develop the FTE Helpdesk team, ensuring clear accountability, appropriate workload distribution, and consistent service quality.
• Define individual and team performance goals aligned with operational requirements and departmental objectives.
• Establish shift coverage, work allocation, backup arrangements, and escalation ownership to ensure business continuity across supported time zones.
• Conduct regular performance reviews, quality checks, coaching sessions, and team meetings.
• Develop team capability through training on internal systems, workforce policies, customer-specific processes, communication standards, and escalation protocols.
• Foster a service-oriented culture focused on ownership, responsiveness, accuracy, and continuous improvement.
• Define, monitor, and report on Helpdesk SLAs, including first response time, resolution time, ticket backlog, escalation turnaround, and case quality.
• Ensure all cases are recorded, categorized, tracked, and closed with appropriate documentation.
• Conduct periodic audits of tickets, worker records, communications, and process adherence.
• Ensure support activities follow company policies, customer-specific requirements, data privacy standards, information security controls, and applicable local regulations.
• Act as the primary operational escalation point for complex FTE Helpdesk issues.
• Work closely with Internal Team, Recruitment, Program Management, FTE Shift Managers/Leads, IT, Finance, Payroll, and other relevant functions.
• Coordinate with Program Managers and Project Owners to resolve worker assignment, shift, attendance, service delivery, and administrative issues.
• Ensure relevant stakeholders receive timely updates on critical issues, recurring blockers, and cases requiring management intervention.
• Facilitate effective handoffs between teams and ensure clear ownership of actions until resolution.
• Support customer-specific operational requirements through coordination with internal stakeholders, following established authorization and communication protocols.
• Prepare daily, weekly, and monthly operational reports covering ticket volumes, resolution performance, backlog, escalations, SLA adherence, quality, and recurring issue categories.
• Analyse trends to identify root causes, recurring process gaps, and opportunities to reduce ticket volumes and resolution times.
• Develop and maintain SOPs, knowledge-base articles, FAQs, communication templates, and escalation matrices.
• Drive process standardization and automation of repetitive support activities wherever feasible.
• Provide data-driven recommendations to Team leadership for improved service delivery, workforce experience, productivity, and operational scalability.
• Support internal reviews, compliance audits, management reporting, and other departmental initiatives as required.

Performance will be measured against agreed targets, supported by accurate reporting and periodic.

5. Required Skills & Competencies

• Qualifications & Experience
• Bachelor's degree in Human Resources, Business Administration, Information Technology, Operations Management, or a related discipline.
• Typically, 6–10 years of experience in Helpdesk Operations, HR Operations, Workforce Operations, Service Delivery, or related support functions.
• At least 2–4 years of experience in a team leadership or people management role.
• Experience managing support operations for a distributed, deskless, mobile, or field-based workforce is strongly preferred.
• Experience supporting global teams, multiple time zones, customer programs, or geographically distributed operations is an advantage.
• Prior experience with ticketing systems, workforce management platforms, HRIS applications, service portals, and operational reporting tools is desirable.
• Strong operational management, team leadership, and people development skills.
• Excellent written and verbal communication.
• Strong problem-solving, analytical thinking, and root‑cause analysis skills.
• Ability to manage competing priorities in a high‑volume, SLA‑driven support environment.
• Proficiency in Microsoft Excel and reporting tools; familiarity with dashboards and data analysis is preferred.
• Working knowledge of ticketing systems, HRIS platforms, workforce management tools, and service delivery processes.
• Strong process documentation, SOP development, and quality assurance capabilities.
• High standards of confidentiality, data accuracy, accountability, and professional conduct.
• Ability to work with global stakeholders and support operational requirements across different time zones.