FTE Helpdesk Manager

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 clear 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.