Job Title: IT Helpdesk Project Manager

Location: Ahmedabad (WFO)

Work Mode: Work from Office

Experience: 6+ years, including team-leading/project management experience

Job Summary

We are looking for an experienced IT Helpdesk Project Manager to manage L1 helpdesk operations and lead the support team. The candidate will be responsible for service delivery, team performance, SLA adherence, incident management, client coordination, and operational reporting.

Key Responsibilities

- Manage day-to-day L1 helpdesk and service desk operations.
- Lead, guide, and monitor the performance of the L1 support team.
- Ensure timely resolution of incidents and service requests within defined SLAs.
- Manage shift schedules, workload allocation, attendance, and team productivity.
- Monitor ticket queues, escalations, response times, and resolution times.
- Coordinate with L2/L3 teams and other stakeholders for complex issues.
- Act as the primary point of contact for clients and internal stakeholders.
- Conduct regular team meetings, performance reviews,



and training sessions.
- Prepare and present daily, weekly, and monthly MIS and SLA reports.
- Identify service gaps and implement process improvements.
- Ensure adherence to ITIL processes and organizational policies.
- Handle major incidents and provide timely status updates to stakeholders.

Required Skills

- Robust experience in L1 helpdesk or IT service desk operations.
- Proven experience managing and leading a technical support team.
- Knowledge of incident, problem, change, and escalation management.
- Hands-on experience with ticketing tools such as ServiceNow, Jira, or similar platforms.
- Good understanding of ITIL processes and SLA management.
- Strong client-facing, communication, and stakeholder-management skills.
- Experience in project planning, resource allocation, reporting, and risk management.
- Ability to manage 247 support operations and multiple priorities.

📌 IT Helpdesk Project Manager || Ahmedabad (WFO)
🏢 RigvedIT
📍 Ahmedabad