IT Helpdesk Manager

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 duties will include overseeing daily helpdesk activities, managing a team of IT support specialists, and implementing best practices for incident management. The ideal candidate will demonstrate a strong technical background along with excellent leadership skills.

Key Responsibilities

• Manage and mentor the Helpdesk team, ensuring they provide excellent customer service and resolve issues promptly.
• Develop support processes and workflows to optimize troubleshooting and issue resolution.
• Monitor ticket systems for performance, trends, and areas of potential improvement.
• Act as the main escalation point for complex issues that require advanced solutions.
• Collaborate with other IT teams to ensure comprehensive support for all technical systems.
• Prepare and present reports on service desk performance metrics to upper management.
• Stay informed on new emerging technologies that may enhance our support capabilities.
• Conduct regular training sessions for staff to improve service delivery and technical skills.
• Create a positive work environment that promotes teamwork and professional growth.

Requirements

• Experience: 5+ years of experience in IT support roles, with at least 2 years in a managerial position.
• Technical Skills:
• In-depth knowledge of IT service support practices, including incident management and problem-solving.
• Proficient in various operating systems (Windows, macOS, Linux) and popular software applications.
• Leadership Skills:
• Strong leadership capabilities, with experience in managing and developing teams.
• Ability to foster a collaborative and productive team environment.
• Communication Skills:
• Excellent verbal and written communication skills for effective interaction with both technical and non-technical staff.
• Customer-oriented mindset that prioritizes employee needs.
• Preferred Qualifications:
• Relevant IT certifications (e.g., ITIL, CompTIA A+, Microsoft certifications) are a plus.
• Work Environment:
• This role is based at our Chandigarh/Mohali location and may require occasional after-hours support as necessary.

• Competitive salary package aligned with experience.
• Opportunity to lead IT operations for a fast-growing international company.
• Exposure to global teams and international projects.
• Ability to build and shape IT processes from the ground up.
• Career growth opportunities in leadership and technical specialization.
• Collaborative, high-performance culture that values innovation and results.