About the Team
The IT team at Navi ensures smooth day-to-day operations across the organization, and focuses on enhancing workplace experience. They manage office services, coordinate logistics, and handle administrative tasks to support stakeholders in achieving their objectives.
About the Role
The Head IT Operation is responsible for overseeing the day-to-day operations of the IT helpdesk function, IT asset function and IT network function as well as supporting multiple locations of Navi including Corporate and Regional/City Offices ensuring that all IT-related issues and service requests are resolved efficiently. This role will lead a team of Helpdesk professionals, IT asset professionals and IT network professionals, manage escalations, and ensure a high level of customer satisfaction through effective IT operation. The role will also work to optimize service delivery, establish key performance metrics, and drive continuous improvement of IT service processes.
What We Expect From You
1. Leadership & Team Management:
Manage and lead the IT helpdesk team,
IT Asset and IT Network, ensuring the team is 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.
Ensure adherence to company policies and IT best practices.
2. Operations & Support:
Oversee the daily Help Desk operations, ensuring productive 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 work with other IT teams for issue resolution
Ensures helpdesk support is available for all necessary shifts
3. Performance Monitoring & Reporting:
Track and analyze helpdesk performance metrics, such as first response times, resolution rates, and customer satisfaction scores.
Generate peri
📌 Head - IT Operations (Bengaluru)
🏢 Navi
📍 Bengaluru
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