Description
Who We Are
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.

Summary
The Help Desk Manager is responsible for the overall operational health of Scale Computing's IT systems and the leadership of the Help 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 career 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 accountabili

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