Job Description

About DHL Blue Dart Express India:
At Blue Dart, we go beyond delivering shipments--we deliver trust, precision, and excellence. As India's most reliable express logistics provider, we empower commerce by reaching over 56,000+ locations across India and connecting to 220+ countries through our global DHL network.Backed by the strength of DHL Group, we bring together international standards with deep local expertise. Our dedicated Boeing freighter fleet, 12,000+ vehicles, and best-in-class service ensure time-definite delivery that businesses and customers count on every day.
We are proud to be consistently ranked among India's Top 100 Great Places to Work and recognized as part of the DHL Group's Top Employer certification across multiple regions. Being an Employer of Choice is not just a goal--it's a fundamental part of who we are. We are committed to creating a workplace where people feel valued, empowered, and proud to belong.
If you're looking to join a purpose-led, people-first organization that shapes India's supply chain with integrity and care--Blue Dart is where you belong.
Position Overview:
Manages the enterprise IT helpdesk ensuring effective resolution of end-user queries and incidents.
Job Purpose:
To lead a team of support executives ensuring ticket closure, documentation, and end-user satisfaction across the organization.
Key Roles & Responsibilities:

• Oversee daily operations of IT helpdesk.
• Monitor call volume, resolution time, and SLAs.
• Analyze trends to propose preventive actions.
• Maintain knowledge base and SOPs for common issues.

Qualifications & Experience:

• Graduate with IT certifications (e.g., ITIL); 6+ years in support.

Skills & Capabilities:

• Good communication and technical troubleshooting.
• Ticketing tools knowledge (e.g., Freshservice, ServiceNow).
• Root cause analysis and escalation handling.

Key Performance Indicators:
Sr. No.
Key Result Areas
Key Performance Indicators (KPIs)
1.
SLA Compliance
% tickets closed within time
2.
Repeat Tickets
% issue recurrence
3.
First Call Fix
% issues closed without escalation
4.
Team Performance
Avg. resolution per executive
5
User Satisfaction
Feedback rating post closure
Why join DHL Blue Dart?
When you join us, you become part of a purpose-driven organization that's redefining logistics across India and beyond. Here's what you can expect:

• Competitive compensation and performance-linked incentives that reward your contribution.
• Continuous learning through structured development programs, on-the-job coaching, and access to global best practices.
• Comprehensive benefits including medical insurance (with optional parental cover), financial wellness programs, and generous paid time off.
• A strong culture of recognition, inclusion, and respect--where your ideas matter and achievements are celebrated.
• Access to cross-functional and global career paths within DHL Group's diverse business portfolio.
• The pride of working for India's most awarded logistics brand, delivering excellence across 56,000+ locations and 220+ countries.

Join us and be part of a company that's not only a leader in logistics--but also a trusted Employer of choice, committed to your growth, well-being, and long-term success.

Skills Required