Company Overview

Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services.B.

Field Engineer

Lifecycle &

- Operational ReadinessC.

Serviceo

Portal &
- Workforce Process SupportD. Team Leadership &
- Performance ManagementE. SLA, Quality &
- Compliance ManagementF. Stakeholder &
- Cross-Functional CoordinationG. Reporting, Analytics &
- Continuous Improvement3.

Key Performance

Indicators (KPIs)

- Position Summary The Manager –
- FTE Helpdesk is responsible for leading the global FTE Helpdesk operations supporting Field Engineers and other designated workforce categories across Iron Systems' customer programs.
- Key Responsibilities
- FTE Helpdesk Operations &
- Service Delivery
- Lead and manage day-to-day FTE Helpdesk operations supporting Field Engineers across multiple geographies, customer programs, and employment categories.
- Ensure timely resolution of worker queries related to onboarding readiness, access and credentials, Serviceo usage, timesheets, attendance, work assignments, shift-related concerns, and workforce administration.
- Manage the Helpdesk's shared mailbox, ticket queues, communication channels, and other designated support platforms.
- Ensure consistent, professional, and documented communication with Field Engineers, Program Managers, and internal stakeholders.
- Monitor open, pending, overdue, and escalated cases to ensure timely closure and prevent operational bottlenecks.
- Coordinate with Internal and Recruitment teams to ensure Field Engineers are appropriately onboarded and operationally ready before deployment, as applicable to the program.
- Support the creation and activation of Internal Service Contracts and coordinate the provisioning of required credentials, accounts, and access with relevant IT and operations teams.
- Ensure required worker information, program details, payroll or employment category, job order references, and other mandatory details are accurately communicated to the appropriate teams.
- Support workforce transitions, program changes, worker transfers, and offboarding activities through defined processes.
- Coordinate with relevant stakeholders to resolve deployment blockers, missing information, access issues, and other readiness gaps.
- Maintain appropriate records of support requests and lifecycle-related actions to support operational visibility and auditability.
- Oversee Helpdesk support for the Serviceo portal and related workforce management workflows.
- Ensure Field Engineers receive appropriate assistance with check-in/check-out,



timesheet submissions, deliverable uploads, messaging, and other portal-related activities.
- Coordinate resolution of portal access, technical, data, and workflow issues with the relevant technical or application support teams.
- Promote correct portal usage and adherence to prescribed operational procedures.
- Identify recurring issues and collaborate with IT, and Program Management teams to improve user experience and reduce avoidable support requests.
- Monitor portal-related compliance and adoption indicators, including Portal Collaboration Rating (PCR), where applicable.
- Lead, coach, and develop the FTE Helpdesk team, ensuring clear accountability, appropriate workload distribution, and consistent service quality.
- Define individual and team performance goals aligned with operational requirements and departmental objectives.
- Establish shift coverage, work allocation, backup arrangements, and escalation ownership to ensure business continuity across supported time zones.
- Conduct regular performance reviews, quality checks, coaching sessions, and team meetings.
- Develop team capability through training on internal systems, workforce policies, customer-specific processes, communication standards, and escalation protocols.
- Foster a service-oriented culture focused on ownership, responsiveness, accuracy, and continuous improvement.
- Define, monitor, and report on Helpdesk SLAs, including first response time, resolution time, ticket backlog, escalation turnaround, and case quality.
- Ensure all cases are recorded, categorized, tracked, and closed with appropriate documentation.
- Conduct periodic audits of tickets, worker records, communications, and process adherence.
- Ensure support activities follow company policies, customer-specific requirements, data privacy standards, information security controls, and applicable local regulations.
- Act as the primary operational escalation point for complex FTE Helpdesk issues.
- Work closely with Internal Team, Recruitment, Program Management, FTE Shift Managers/Leads, IT, Finance, Payroll, and other relevant functions.
- Coordinate with Program Managers and Project Owners to resolve worker assignment, shift, attendance, service delivery, and administrative issues.
- Ensure relevant stakeholders receive timely updates on critical issues, recurring blockers, and cases requiring management intervention.




- Facilitate effective handoffs between teams and ensure explicit ownership of actions until resolution.
- Support customer-specific operational requirements through coordination with internal stakeholders, following established authorization and communication protocols.
- Prepare daily, weekly, and monthly operational reports covering ticket volumes, resolution performance, backlog, escalations, SLA adherence, quality, and recurring issue categories.
- Analyse trends to identify root causes, recurring process gaps, and opportunities to reduce ticket volumes and resolution times.
- Develop and maintain SOPs, knowledge-base articles, FAQs, communication templates, and escalation matrices.
- Drive process standardization and automation of repetitive support activities wherever feasible.
- Provide data-driven recommendations to Team leadership for improved service delivery, workforce experience, productivity, and operational scalability.
- Support internal reviews, compliance audits, management reporting, and other departmental initiatives as required.

Performance will be measured against agreed targets, supported by accurate reporting and periodic.5. Required Skills &

- Competencies

- Qualifications &
- Experience
- Bachelor's degree in Human Resources, Business Administration, Information Technology, Operations Management, or a related discipline.
- Typically, 6–10 years of experience in Helpdesk Operations, HR Operations, Workforce Operations, Service Delivery, or related support functions.
- At least 2–4 years of experience in a team leadership or people management role.
- Experience managing support operations for a distributed, deskless, mobile, or field-based workforce is strongly preferred.
- Experience supporting global teams, multiple time zones, customer programs, or geographically distributed operations is an advantage.
- Prior experience with ticketing systems, workforce management platforms, HRIS applications, service portals, and operational reporting tools is desirable.
- Strong operational management, team leadership, and people development skills.
- Excellent written and verbal communication.
- Strong problem-solving, analytical thinking, and root-cause analysis skills.
- Ability to manage competing priorities in a high-volume, SLA-driven support environment.
- Proficiency in Microsoft Excel and reporting tools; familiarity with dashboards and data analysis is preferred.
- Working knowledge of ticketing systems, HRIS platforms, workforce management tools, and service delivery processes.
- Strong process documentation, SOP development, and quality assurance capabilities.
- High standards of confidentiality, data accuracy, accountability, and professional conduct.
- Ability to work with global stakeholders and support operational requirements across different time zones.

📌 FTE Helpdesk Manager (Sahibzada Ajit Singh Nagar)
🏢 Iron Systems
📍 Sahibzada Ajit Singh Nagar