IT Desktop Support Manager

ZEDSOURCE Pvt. Ltd. is seeking an experienced IT Desktop Support Manager to lead its desktop support team. This role involves ensuring the efficient support, maintenance, and management of end-user computing devices, software, networks, and IT services. The ideal candidate will oversee daily operations, manage user support, and collaborate with various IT functions to maintain smooth business operations.

Key Responsibilities

Desktop Support Operations: Lead the desktop support team to ensure timely resolution of user issues and smooth daily operations.

Helpdesk Management: Oversee helpdesk ticketing processes, escalate issues when necessary, and ensure proper follow-up and closure of support requests.

Network & User Management: Manage user accounts, permissions, Active Directory, email accounts, and network access to maintain secure and efficient user environments.

Inventory Check & Balance: Maintain and update the IT asset inventory, regularly reconciling hardware, software, and accessory stock.

System & Software Management: Supervise installation, configuration, updates, and patch management of operating systems and applications to ensure system reliability.

Hardware Management: Manage maintenance, repair, and lifecycle of desktops, laptops, printers, and peripherals.

User Support & Training: Provide guidance and training to users on systems, software, and IT best practices to enhance user competence.

Security & Compliance: Ensure endpoint security, data protection, and adherence to IT policies and compliance standards.

Vendor & Supplier Coordination: Liaise with vendors for hardware, software, annual maintenance contracts (AMC), and other IT service requirements.

Reporting & Documentation: Generate regular reports on support activities, asset status, and performance metrics to inform management.

Process Improvement: Identify opportunities for service enhancement and implement solutions to improve quality and user satisfaction.

Team Leadership: Mentor, lead, and evaluate the desktop support team to boost productivity, efficiency, and skill development.

Coordination: Collaborate closely with the IT Security Manager, Network Manager, and other IT teams to support overall business operations.

Required Qualifications

- Strong troubleshooting and technical skills with hands-on experience in Windows OS, Microsoft 365, Active Directory, and networking fundamentals.
- Proficiency in managing IT asset inventory and documentation.
- Excellent communication and interpersonal skills to effectively lead teams and interact with users.
- Demonstrated leadership abilities, including team management and training.
- Problem-solving aptitude with analytical thinking.
- Effective time management and prioritization skills.
- Customer service orientation with a focus on user satisfaction.

Preferred Qualifications

- Knowledge of ITIL/ITSM frameworks is an advantage.
- Experience with remote support tools such as AnyDesk or TeamViewer.
- Familiarity with antivirus and endpoint security solutions like Sophos or Microsoft Defender.
- Exposure to ITSM/helpdesk tools and network diagnostic utilities.

Reporting & Coordination

The IT Desktop Support Manager reports directly to the CEO and works closely with the IT Security Manager, Network Manager, and other departments. The role requires coordination with vendors, ISPs, and internal stakeholders, as well as collaboration on projects, system upgrades, and process improvements.

Tools & Technologies

The position involves working with Windows OS, Microsoft 365, Active Directory, remote support tools, antivirus and endpoint security software, printers and peripherals, ITSM/helpdesk platforms, and network tools.

Compensation and Work Location

The monthly salary range for this position is Rs. 100,000 to Rs. 200,000. The role requires in-person attendance at the company’s office.

This opportunity is ideal for a proactive IT professional who thrives in a leadership role and is committed to delivering high-quality desktop support services within a dynamic environment.