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IT Help Desk Manager

  • Prakhar Softwares Solutions Pvt.Ltd
  • Delhi / NCR
Skills : IT Help Desk Manager, Team Management, Technical Support, Process Improvement, Customer Service, Vendor Management, Training and Development

Description :

Title - IT Help Desk  Manager

Exp = 3 - 8 years

Location - Delhi

Responsibilities:

Team Management:

  • Supervise, mentor, and coach a team of IT support technicians.
  • Allocate resources effectively to meet service level agreements (SLAs) and prioritize tasks.
  • Conduct regular performance evaluations and provide constructive feedback.
  • Foster a positive and collaborative work environment.

Technical Support:

  • Serve as an escalation point for complex technical issues.
  • Assist team members in troubleshooting hardware, software, and network problems.
  • Ensure timely resolution of support tickets and maintain accurate records.
  • Stay updated on latest technologies and best practices in IT support.

Process Improvement:

  • Develop and refine IT support processes to enhance efficiency and effectiveness.
  • Implement tools and systems to streamline ticket management and reporting.
  • Analyze support metrics to identify trends and areas for improvement.
  • Proactively address recurring issues and minimize downtime.

Customer Service:

  • Promote a customer-centric approach to IT support.
  • Monitor customer satisfaction levels and implement strategies for improvement.
  • Communicate effectively with end users to understand their needs and expectations.
  • Handle escalated customer complaints and ensure timely resolution.

Vendor Management:

  • Liaise with vendors and third-party service providers to resolve technical issues.
  • Negotiate contracts and service level agreements to ensure cost-effective solutions.
  • Evaluate vendor performance and make recommendations for improvement.

Training and Development:

  • Coordinate training programs to enhance technical skills and knowledge of team members.
  • Provide ongoing professional development opportunities for the IT support team.
  • Encourage certification and continuous learning to keep pace with industry advancements.

Job Overview

  • Posted date : 2024-05-03
  • Location : Delhi / NCR
  • Vacancy : 3
  • Job nature : Full Time
  • Salary : Not Disclosed
  • Job Shift : Morning

Company Information

Prakhar Softwares Solutions Pvt.Ltd

Prakhar Softwares Solutions is a CMMI Level 3 , ISO 9001:2015, ISO 27001:2013 certified company dealing in multiple projects including software development, Staffing Management, Recruitment Process Outsourcing, E-governance. We have 10 offices across India and working for various e-governance projects of National Importance.

  • Name: Sahasha Namdeo
  • Web : prakharsoftwares.com
  • Email: info@prakharsoftwares.com