Position Summary The IT Help Center Manager is responsible for leading our technical support team to provide excellent customer service and resolve all technical issues for our employees. This is a hands-on leadership role that requires a deep understanding of IT service management (ITSM) principles, strong people management skills, and a commitment to continuous process improvement. The ideal candidate will be a proactive problem-solver, an effective communicator, and a mentor dedicated to the growth and success of their team.

Location: Pune, India

Reports to: Infrastructure, network and security manager

Position Title: IT support hub Manager

Job Type: Full-Time

Key Responsibilities

1. Team Leadership & Development:

- Manage the daily activities of the Help Center team, including scheduling, ticket assignment, and prioritization of tasks.
- Recruit, train, maintain and mentor Help Center staff, fostering a collaborative and high-performance team culture.
- Conduct regular performance reviews, set clear objectives, and provide ongoing coaching and feedback to team members.
- Develop and maintain a comprehensive training program to ensure the team is up-to-date with current technologies and best practices.

2. Operational Excellence:

- Oversee the entire lifecycle of user support tickets, from initial logging to resolution, ensuring they are handled within established Service Level Agreements (SLAs).
- Serve as the primary point of contact for all escalated technical issues and user complaints, ensuring timely and effective resolution.
- Manage the deployment, maintenance, and support of end-user hardware (laptops, desktops, peripherals) and software (Operating Systems, productivity suites, business applications).
- Develop and analyze key performance indicators (KPIs) and metrics (e.g., first-call resolution, ticket volume, user satisfaction) to measure team performance and identify areas for improvement.

3. Process Improvement & Strategy:

- Establish and enforce Help Center policies, procedures, and standards to ensure consistent service delivery.
- Develop and maintain a comprehensive IT knowledge base and user-facing documentation to promote self-service and reduce recurring ticket volume.
- Identify trends in support requests and recommend strategic solutions, such as new software, hardware upgrades, or process changes, to prevent future issues.




- Evaluate and recommend new tools and technologies to improve the efficiency and effectiveness of the Help Center.
- Drive and lead projects related to IT support tools and process

4. Customer & Stakeholder Management:

- Act as the primary advocate for end-users, ensuring a high level of customer satisfaction.
- Communicate effectively with all levels of the organization regarding IT outages, system upgrades, and policy changes.
- Collaborate with other IT teams (e.g., Networking, Systems Administration, Security) to resolve complex issues and support IT projects.
- Manage relationships with third-party vendors for hardware, software, and support services.

Qualifications & Skills

Required:

- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- 5+ years of experience in an IT support role (e.g., Help Desk Analyst, Desktop Support Engineer).
- 2-3 years of experience in a supervisory or leadership capacity within an IT support environment.
- Proven experience with IT Service Management (ITSM) software such as ServiceNow, BMC.
- ITIL Foundation or higher certification.
- Google or other relevant technical certifications.

- Strong technical knowledge of
- Windows and macOS operating systems.
- Google Workspace administration.
- Active Directory, OKTA and user identity management.
- Basic networking principles (TCP/IP, DNS, DHCP, VPN).

- Mobile Device Management (MDM)

- IT Systems solid knowledge
- Exceptional leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities with a customer-centric mindset.
- IT Service Management (ITSM) Platforms: The manager must understand:
- Workflow Automation: Configuring rules to automatically assign tickets, send notifications, and escalate issues.
- SLA Management: Defining, configuring, and reporting on Service Level Agreements (SLAs).
- Reporting & Dashboards: Creating dashboards to monitor Key Performance Indicators (KPIs)



like first-response time, resolution time, and customer satisfaction (CSAT).
- Knowledge Base Management: Structuring and maintaining the integrated knowledge base to promote self-service and consistent answers.
- Asset Management: Using the CMDB (Configuration Management Database) to track hardware and software assets assigned to users.
- Identity and Access Management (IAM) Systems
- User & Group Management: The principles of creating and managing user accounts, security groups, and distribution lists.
- Permissions & Policies: How permissions are granted and the impact of Group Policy Objects (GPOs) or Entra ID policies.
- Password Policies & Multi-Factor Authentication (MFA): Enforcing security best practices and troubleshooting login issues.
- Onboarding/Offboarding Workflows: Ensuring current employees get access quickly and departing employees have access revoked immediately and completely.
- Endpoint Management & Deployment Systems: Manager need to be able to:
- Understand Policy Enforcement: How security policies, software installations, and device updates are pushed to endpoints.
- Oversee Device Deployment: Understand modern deployment methods like Windows Autopilot or Apple Business Manager to efficiently set up new devices.
- Troubleshoot at a High Level: Guide their team on complex enrollment or policy application issues.
- Core Operating Systems and Productivity Suites (at an Admin Level)
- Remote Support and Monitoring Tools
- Security & Privacy: Ensuring the tools are used securely and with respect for user privacy.
- Efficiency: Training the team on best practices to resolve issues quickly using these tools.
- Capabilities: Knowing the full feature set to maximize the tool's value.

Preferred:

- Network+, or Security+ certification.
- Experience with BMC ITSM
- CyberArk, Proofpoint,
- Experience managing IT procurement and asset management lifecycles.
- Experience with developing and managing a departmental budget.

Artemyn IT main tools:

- Google workspace
- AD, Active directory
- BMC (ITAM and ITAM)
- CyberArk
- Proofpoint
- Cortex
- Android

Artemyn IT support hub team: 18 team members

- 6 L0/1 Help desk: 6 peoples
- 3 Network administrators
- 3 google workspace admin
- 2 SAP support L2
- 3 System admin
- 1 MDM (Master Data management)

📌 IT Support Hub Manager (Pune)
🏢 Artemyn
📍 Pune