Job Description

The IT Help Desk Manager at Lytegen plays a pivotal role in ensuring the effective functioning of our IT support services. This position involves overseeing our help desk operations, managing a team of support specialists, and ensuring that all employees receive top-notch assistance in a timely manner. The ideal candidate is not only technically proficient but also possesses exceptional management and communication skills.
As the IT Help Desk Manager, you will be responsible for establishing efficient support processes, tracking performance metrics, and continuously improving the quality of our service delivery. If you are passionate about technology and dedicated to enhancing the user experience across the organization, we would love to meet you!
Key Responsibilities

• Lead and manage the Help Desk team, consisting of Level 1 and Level 2 support specialists.
• Provide guidance, training, and performance management for team members.
• Develop and implement help desk policies and procedures to ensure efficiency and effectiveness.
• Oversee ticket management and prioritization, ensuring timely resolution of issues.
• Monitor service desk metrics and prepare performance reports for management review.
• Collaborate with IT teams to address recurring issues and enhance service delivery.
• Act as a point of escalation for complex technical issues that require advanced troubleshooting.
• Conduct regular reviews of help desk operations, identifying opportunities for improvement.
• Stay updated with emerging technologies and industry trends that may impact IT support.
• Coordinate with other departments to ensure seamless IT service integration.

Requirements
Requirements

• Experience: 5+ years in IT support roles with at least 2+ years in a supervisory or management position.
• Technical Skills:

• Strong knowledge of IT support practices and technologies, including operating systems (Windows, macOS, Linux), application support (Microsoft 365, Google Workspace), and hardware troubleshooting.
• Familiarity with IT service management (ITSM) frameworks, such as ITIL.
• Management Skills:

• Proven leadership and team management abilities.
• Strong problem-solving, analytical, and decision-making skills.
• Interpersonal Skills:

• Exceptional communication skills, both verbal and written.
• A customer-centric approach to service delivery.
• Certifications (preferred but not mandatory):

• ITIL Foundation, CompTIA A+, or similar IT management certification.
• Work Location:

• Position requires on-site work at our Chandigarh/Mohali office.

Benefits

• 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.

Skills Required