Description Who We Are Acumera is now Scale Computing Scale Computing is a global leader in edge computing hyperconverged infrastructure and managed networking solutions We deliver innovative secure and scalable technology that powers critical operations worldwide About the Role The Help Desk Manager is responsible for the overall operational health of Scale Computing s IT systems and the leadership of the Helpdesk Desk System Administration team in India as well as fostering open communications with the US Help Desk System Administration counterparts This position s primary focus is on people management process optimization and service delivery While management is the core of your day-to-day you will maintain a technical edge acting as a point of escalation for complex issues that require expert intervention You will manage the lifecycle of IT tickets ensure adherence to Service Level Agreements SLAs oversee critical infrastructure Systems Network and drive the professional development of your direct reports The ideal candidate is a seasoned IT leader who can balance high-level technical strategy with day-to-day operational excellence Essential Functions Operational Leadership Manage the daily operations of the IT Helpdesk and Systems Administration functions ensuring 24 7 coordinating with the US Manager Teams coverage and rapid resolution of incidents People Management Recruit train coach and conduct performance reviews for a blended team of SysAdmins and Helpdesk technicians Strategic Planning Assist senior leadership in planning IT budgets resource allocation and technology roadmaps Key Responsibilities 1 Team Leadership Management Lead coach and manage a team of Systems Administrators and Helpdesk Support staff Conduct regular 1 1s performance appraisals and career development planning for direct reports Manage staff scheduling on-call rotations and resource allocation to ensure coverage during critical business hours Foster a culture of accountability internal customer service excellence and continuous learning 2 Helpdesk Service Delivery SLA Management Define monitor and enforce Service Level Agreements SLAs for ticket response and resolution times using Jira Service Management Incident Management Serve as the primary point of escalation for high-priority or complex technical issues that the team cannot resolve Trend Analysis Analyze ticket data to identify recurring issues and implement root-cause fixes to reduce ticket volume Onboarding Oversee the New Hire process to ensure first-day productivity for new employees hardware accounts access 3 Infrastructure Systems Oversight System Governance Oversee the administration of core enterprise systems including JumpCloud Google Workspace Dialpad and Atlassian Suite Jira Confluence Network Strategy Supervise the health of the network infrastructure Fortinet firewalls switches routers ensuring the team performs timely firmware updates and security patching Asset Management Manage IT asset lifecycle procurement inventory tracking and retirement for the India office and remote workforce 4 Security Compliance Policy Enforcement Ensure all IT operations comply with internal security policies and external frameworks PCI-DSS CIS Controls SOC2 Audit Readiness collaborate with the Information Security team to maintain documentation and evidence for security audits Risk Management Proactively identify risks in the IT environment and propose mitigation strategies Success Metrics for the Role Team Performance High retention rates and positive feedback on team performance reviews Operational Efficiency Consistently encouraging meeting or exceeding SLAs for helpdesk ticket resolution System Uptime Maintenance of 99 9 uptime for core internal systems and network infrastructure Project Delivery Successful oversight of completion of IT infrastructure projects on time and within budget Requirements Job Qualifications Required Education and Experience Experience 8 years of total IT experience with at least 3 years in a people management or team lead role managing performance hiring etc Technical Background Strong background in Systems Administration Linux Windows macOS and Networking You must be technical enough to validate your team s work Process Knowledge Demonstrated experience with ITIL frameworks Incident Problem and Change Management Tools proficiency in modern IT management stacks specifically JumpCloud Jira Service Management and Google Workspace Language Excellent verbal and written communication skills in English are mandatory for cross-region collaboration Preferred Qualifications Bachelor s degree in Computer Science Information Technology or Business Administration Certifications ITIL Foundation Practitioner PMP Project Management Professional or technical certs like CISSP CISM or Fortinet NSE Experience managing vendors and procurement processes in India Working Conditions Physical Demands Position Type Full-Time Hours of Work Standard business hours 7am-4pm IST 2pm-11pm IST to overlap with US operations with flexibility required for critical escalations Physical Demands Primarily sedentary may require oversight of physical equipment setup Perks of Acumera Group medical insurance Paid company holidays Casual dress code Cab facilities for employees working in shifts Fully stocked snacks at office Vibrant and Inclusive Workplace Atmosphere Flexible work setting and an opportunity to grow as we grow Scale Computing is an equal-opportunity employer All final candidates will be subject to a pre-employment background check

📌 Manager, Help Desk (Karnataka)
🏢 Scale Computing
📍 Karnataka