Manager/Senior Manager - IT Helpdesk Operations

Navi; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Navi is seeking an IT Helpdesk Lead in Bengaluru to manage daily operations and enhance IT support services across locations. The ideal candidate will have 3-4 years in IT support, including team leadership experience, and a strong focus on customer satisfaction.

Responsibilities include overseeing helpdesk performance, optimizing service delivery, and ensuring effective communication with users. Required qualifications include a B.Tech in IT, relevant certifications, and strong management skills.

Qualifications

• 3-4 years in IT support/helpdesk.
• At least 2-3 years in a team lead capacity.
• Proven experience managing IT support teams.

Responsibilities

• Oversee day-to-day operations of the IT helpdesk.
• Lead a team of Helpdesk professionals.
• Optimize service delivery and drive improvement.

Skills

Team management

Communication

Problem-solving

Helpdesk ticketing systems

ITIL

Incident management

Education

B.Tech in Information Technology or Computer Science

Tools

ITSM

ITAM

End-Point Patch Management

MDM

Job description

Overview

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.

Responsibilities

• Oversee the day-to-day operations of the IT helpdesk supporting multiple Navi locations, ensuring IT-related issues and service requests are resolved efficiently.
• Lead a team of Helpdesk professionals, manage escalations, and drive high customer satisfaction through effective IT support.
• Optimize service delivery, establish key performance metrics, and drive continuous improvement of IT service processes.
• Manage and monitor helpdesk performance, set goals, provide feedback through performance reviews, and identify skill gaps with training plans.
• Oversee daily Help Desk operations, ensure efficient ticket handling, resolution, and follow-up on service requests and incidents.
• Develop and enforce SLAs to ensure timely resolution of IT issues and manage escalations with other IT teams.
• Ensure helpdesk coverage across necessary shifts.
• Track and analyze helpdesk performance metrics (e.g., first response times, resolution rates, CSAT).
• Generate MIS reports on helpdesk activity and identify trends and opportunities for improvement.
• Regularly review and improve processes to enhance efficiency and service quality.
• Manage helpdesk software (ITSM, ITAM, End-Point Patch Management, MDM) and evaluate new tools to improve operations.
• Drive customer satisfaction by ensuring timely, efficient, and courteous IT support services; gather user feedback through CSAT surveys.
• Collaborate with other IT teams to resolve complex issues and provide updates on performance, incidents, and improvements.
• Communicate clearly with end-users regarding system updates and downtimes.

Qualifications & Must Haves

• Education: B.Tech in Information Technology or Computer Science.
• Experience: 3-4 years in IT support/helpdesk, with at least 2-3 years in a team lead capacity; proven experience managing IT support teams and handling escalated technical issues.
• Skills: Strong team management, excellent communication, proficiency in helpdesk ticketing systems, ITIL, and incident management; strong problem-solving and ability to manage multiple priorities.
• Certifications: ITIL Foundation; Project Management; CompTIA A+, Network+ or other relevant IT certifications.