IT Support Services Manager

Job description

About the Team

The IT team at Navi ensures smooth day-to-day operations across the organization, and focuses on enhancing workplace experience.

They manage office services, coordinate logistics, and handle administrative tasks to support stakeholders in achieving their objectives.

About the Role

The IT Helpdesk Manager is responsible for overseeing the day-to-day operations of the IT

helpdesk function supporting multiple locations of Navi including Corporate and Regional/City

Offices ensuring that all IT-related issues and service requests are resolved efficiently.

This role will lead a team of Helpdesk professionals, manage escalations, and ensure a high level of customer satisfaction through effective IT support.

The manager will also work to optimize service delivery, establish key performance metrics, and drive continuous improvement of IT service processes.

What We Expect From You

1.

Leadership & Team Management:

● Manage and lead the IT helpdesk team, ensuring the team is adequately staffed and trained

to provide effective support.

● Monitor helpdesk performance, set goals, and provide feedback to team members through

performance reviews.

● Identify skill gaps and arrange training and development for helpdesk staff.

● Ensure adherence to company policies and IT best practices.

2.

Operations & Support:

● Oversee the daily Help Desk operations, ensuring efficient ticket handling, resolution, and

follow-up on service requests and incidents.

● Develop and enforce service level agreements (SLAs) to ensure timely resolution of

IT issues.

● Manage escalations and work with other IT teams for issue resolution

● Ensures helpdesk support is available for all necessary shifts

3.

Performance Monitoring & Reporting:

● Track and analyze helpdesk performance metrics, such as first response times, resolution

rates, and customer satisfaction scores.

● Generate periodic MIS reports on helpdesk activity, identifying trends and opportunities for

improvement.

● Regularly review and improve processes to enhance efficiency and service quality.

4.

Technology & Tools:

● Manage helpdesk software, including ITSM, ITAM, End-PointPatch Management and MDM

tools and systems are up-to-date and meet the needs of the business.

Evaluate and

recommend new tools and technologies to improve helpdesk operations.

5.

Customer Satisfaction:

● Drive high customer satisfaction by ensuring timely, efficient, and courteous IT support

services.

Gather feedback from users to continuously improve helpdesk service and user

experience by organizing CSAT surveys

● Collaboration & Communication:

● Collaborate with other IT teams (networking, systems, applications) to resolve complex

issues.

● Provide regular updates on helpdesk performance, incidents, and improvement

initiatives.

● Ensure clear communication with end-users regarding system updates, downtimes, and

scheduled maintenance.

Technical Skill Sets:

1.

IT Infrastructure and Systems Knowledge

● Operating Systems: Expertise in Windows, MacOS, and Linux operating systems.

● Networking Basics: Knowledge of networking concepts like TCP/IP, DNS, DHCP, VPNs, and

firewalls.

● Hardware Management: In Depth understanding and Hands on experience of setting up Asset

Management solutions.

Understanding of hardware components such as PCs, laptops, printers,

and mobile devices.

● Cloud Services: Familiarity with SaaS platforms like Adobe, Office 365 and its

management

2.

Service Desk Tools and Technologies

● ITSM Tools: Hands-on experience with service management tools such as ServiceNow,

Manage Engine, Jira, or Zendesk.

3.

Troubleshooting and Problem-Solving

● Issue Diagnosis: Ability to diagnose, analyze, and troubleshoot a wide range of hardware,

software, and network issues.

● Root Cause Analysis (RCA): Skill in identifying the underlying causes of recurring

problems

● Networking Fundamentals

● IP Addressing & Subnetting: Familiarity with IPv4/IPv6 addressing, subnetting, and

supernetting.

● DHCP & DNS: Understanding Dynamic Host Configuration Protocol and Domain Name System

operations.

● Security Protocols: Knowledge of security protocols (e.G., SSL, TLS, IPSec, VPNs).

● Patch Management: Ensuring that all systems are updated with the latest patches and

updates to minimize vulnerabilities.

● Wi-Fi Standards: Knowledge of wireless standards (e.G., 802.11n/ac/ax) and protocols.

Must Haves

Education and Experience

● Education: B.

Tech in Information Technology/ Computer Science

● 3-4 years of experience in IT support/helpdesk roles with at least 2-3 years in Team

Lead capacity.

● Proven experience in managing IT support teams and handling escalated technical

issues.

Skills and Competencies

● Strong team management skills.

● Excellent communication and interpersonal skills to work effectively with staff and

end-users.

● Proficiency in helpdesk ticketing systems, ITIL frameworks, and incident

management.

● Strong problem-solving skills with the ability to work under pressure.

● Ability to manage multiple priorities and meet deadlines.

Certifications

● ITIL Foundation certification, Project Management Certifications

● CompTIA A+, Network+, or other relevant IT support certifications.

Inside Navi

We are shaping the future of financial services for a billion Indians through products

that are simple, accessible, and affordable.

From Personal & Home Loans to UPI,

Insurance, Mutual Funds, and Gold — we’re building tech-first solutions that work at

scale, with a strong customer-first approach.

Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India’s

fastest-growing financial services organisations.

But we’re just getting started!

Our Culture

The Navi DNA

Ambition.

Perseverance.

Self-awareness.

Ownership.

Integrity.

We’re looking for people who dream big when it comes to innovation.

At Navi, you’ll be

empowered with the right mechanisms to work in a dynamic team that builds and

improves innovative solutions.

If you’re driven to deliver real value to customers, no

matter the challenge, this is the place for you.

We chase excellence by uplifting each other—and that starts with every one of us.

Why You'll Thrive at Navi

At Navi, it’s about how you think, build, and grow.

You’ll thrive here if:

● You’re impact-driven : You take ownership, build boldly, and care about making

a real difference.

● You strive for excellence : Good isn’t good enough.

You bring focus, precision,

and a passion for quality.

● You embrace change : You adapt quickly, move fast, and always put the

customer first.

Required Skill Profession

Operations Specialties Managers