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 strong 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.
3. Customer Relationship Management:
- Develop and maintain strong professional relationships with clients through proactive and reliable service delivery.
- Serve as the primary point of contact for client support and operational issues.
- Visit client sites whenever required to ensure service excellence and address operational concerns.
- Collect Customer Satisfaction Survey (CSAT) forms on a quarterly basis.
- Ensure timely closure of customer concerns while maintaining high client satisfaction levels.
4. Work Permit Management (Interior Projects):
- Collect and verify all required documents from contractors, vendors, and internal stakeholders for work permit processing.
- Ensure documentation complies with company policies, statutory regulations, and safety requirements.
- Maintain updated checklists for various categories of interior project work permits.
- Coordinate with Facility Managers, Safety Officers, and relevant authorities for timely permit approvals.
- Track permit status and follow up on pending approvals to avoid project delays.
- Maintain proper documentation and records of all issued permits.
5. Continuous Improvement & Technology Adoption:
- Identify operational gaps and recommend process improvements to enhance efficiency.
- Implement automation initiatives and IT-enabled solutions to improve helpdesk performance.
- Drive continuous improvement projects focused on service quality and operational excellence.
- Stay updated with industry best practices and incorporate innovative solutions into helpdesk operations.
6. Reporting & Automation:
- Prepare and maintain daily, weekly, and monthly helpdesk performance reports.
- Monitor ticket trends, SLA compliance, and service performance metrics.
- Manage Timesheet and Checklist Automation through WhatsApp or similar digital platforms.
- Generate MIS reports and dashboards for management review.
- Ensure accurate documentation and reporting of all operational activities.
Required Skills & Qualifications:
- 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.
- Excellent leadership, team management, and interpersonal skills.
- Strong problem-solving, analytical, and decision-making abilities.
- Good understanding of work permit processes and facility operations.
- Proficiency in Microsoft Excel, MS Office, and MIS reporting.
- Experience with automation tools and digital workflow management is preferred.
- Excellent verbal and written communication skills.
