Job Title: Assistant Manager – Helpdesk
Location: Delhi, Noida, Ghaziabad
Experience:
- 7-12 years of experience in Helpdesk Operations, Facility Management, Customer Support, or Integrated Facility Services.
- Strong knowledge of Helpdesk Management Systems and Ticketing Tools.
- Experience in SLA management, client coordination, and service delivery.
Role Overview:
We are looking for an experienced Assistant Manager – Helpdesk to oversee helpdesk operations, ensure seamless client support, manage work permit processes, supervise the helpdesk team, and drive continuous process improvements. The ideal candidate should possess solid leadership, communication, and customer service skills with experience in facility management or integrated workplace services.
Key Responsibilities:
1. Helpdesk Operations Management:
- Take overall responsibility for the implementation and effective management of the Helpdesk Management System.
- Create client login credentials on the helpdesk software and provide complete support for ticket generation and usage.
- Coordinate with internal teams and clients to ensure timely and efficient resolution of service requests.
- Review and validate incoming tickets to ensure complete information for proper classification, prioritization, and assignment.
- Monitor open, on-hold, and priority tickets, and regularly obtain status updates from Facility Engineers and Facility Managers.
- Ensure adherence to defined service levels (SLAs) and maintain high service quality standards.
2. Team Supervision & Leadership:
- Supervise Helpdesk Executives and Coordinators, ensuring optimum productivity and service quality.
- Allocate daily tasks and monitor team performance against defined KPIs.
- Conduct regular training sessions to improve technical knowledge, customer handling, and process compliance.
- Provide coaching, feedback, and performance improvement plans where required.
- Foster a collaborative and customer-focused work environment.