Manager/Senior Manager - IT Helpdesk Operations

Role Overview: As the IT Helpdesk Manager at Navi, you will be responsible for overseeing the day-to-day operations of the IT helpdesk function supporting multiple locations, including Corporate and Regional/City Offices. Your role will involve leading a team of Helpdesk professionals, managing escalations, and ensuring a high level of customer satisfaction through effective IT support. You will work towards optimizing service delivery, establishing key performance metrics, and driving continuous improvement of IT service processes. Key Responsibilities: - Manage and lead the IT helpdesk team, ensuring they are adequately staffed and trained to provide effective support. - Monitor helpdesk performance, set goals, and provide feedback to team members through performance reviews. - Identify skill gaps and arrange training and development for helpdesk staff. - Ensure adherence to company policies and IT best practices. - Oversee the daily Help Desk operations, ensuring efficient ticket handling, resolution, and follow-up on service requests and incidents. - Develop and enforce service level agreements (SLAs) to ensure timely resolution of IT issues. - Manage escalations and collaborate with other IT teams for issue resolution. - Ensure helpdesk support is available for all necessary shifts. - Track and analyze helpdesk performance metrics, such as first response times, resolution rates, and customer satisfaction scores. - Generate periodic MIS reports on helpdesk activity, identifying trends and opportunities for improvement. - Regularly review and improve processes to enhance efficiency and service quality. - Manage helpdesk software, including ITSM, ITAM, End-Point Patch Management, and MDM tools to meet business needs. - Evaluate and recommend new tools and technologies to improve helpdesk operations. - Drive high customer satisfaction by providing timely, efficient, and courteous IT support services. - Gather feedback from users to continuously improve helpdesk service and user experience. - Collaborate with other IT teams to resolve complex issues. - Ensure explicit communication with end-users regarding system updates, downtimes, and scheduled maintenance. Qualifications Required: - B. Tech in Information Technology/ Computer Science. - 3-4 years of experience in IT support/helpdesk roles with at least 2-3 years in a Team Lead capacity. - Proven experience in managing IT support teams and handling escalated technical issues. Additional Details: Inside Navi, you will be part of a dynamic team shaping the future of financial services for a billion Indians. Founded in 2018, Navi is one of India's fastest-growing financial services organizations, focusing on building tech-first solutions with a strong customer-first approach. The company values ambition, perseverance, self-awareness, ownership, and integrity in its employees, empowering them to deliver real value to customers through innovative solutions. If you thrive in an impact-driven, excellence-seeking, and change-embracing environment, Navi is the place for you to grow and succeed. Role Overview: As the IT Helpdesk Manager at Navi, you will be responsible for overseeing the day-to-day operations of the IT helpdesk function supporting multiple locations, including Corporate and Regional/City Offices. Your role will involve leading a team of Helpdesk professionals, managing escalations, and ensuring a high level of customer satisfaction through effective IT support. You will work towards optimizing service delivery, establishing key performance metrics, and driving continuous improvement of IT service processes. Key Responsibilities: - Manage and lead the IT helpdesk team, ensuring they are adequately staffed and trained to provide effective support. - Monitor helpdesk performance, set goals, and provide feedback to team members through performance reviews. - Identify skill gaps and arrange training and development for helpdesk staff. - Ensure adherence to company policies and IT best practices. - Oversee the daily Help Desk operations, ensuring efficient ticket handling, resolution, and follow-up on service requests and incidents. - Develop and enforce service level agreements (SLAs) to ensure timely resolution of IT issues. - Manage escalations and collaborate with other IT teams for issue resolution. - Ensure helpdesk support is available for all necessary shifts. - Track and analyze helpdesk performance metrics, such as first response times, resolution rates, and customer satisfaction scores. - Generate periodic MIS reports on helpdesk activity, identifying trends and opportunities for improvement. - Regularly review and improve processes to enhance efficiency and service quality. - Manage helpdesk software, including ITSM, ITAM, End-Point Patch Management, and MDM tools to meet business needs. - Evaluate and recommend new tools and technologies to improve helpdesk operations. - Drive high customer satisfaction by providing timely, effic