IT Desktop Support Manager

The IT Desktop Support Manager at ZEDSource Pvt. Ltd. is responsible for leading the desktop support team to ensure the smooth operation and maintenance of end-user computing devices, software, networks, and IT services. This role emphasizes delivering prompt technical assistance, maximizing system uptime, and ensuring compliance with IT policies to improve user satisfaction and operational efficiency across the organization.

Key Responsibilities

- Oversee daily desktop support activities, ensuring timely resolution of user issues and minimizing downtime.
- Manage the helpdesk ticketing system, including escalation procedures, follow-up, and closure of support requests.
- Administer user accounts, permissions, Active Directory, email systems, and network access controls.
- Maintain an accurate inventory of IT assets, covering hardware, software, and peripheral devices.
- Supervise installation, configuration, updates, and patch management for operating systems and applications.
- Coordinate hardware maintenance, repairs, and lifecycle management for desktops, laptops, printers, and other peripherals.
- Provide user support and training on systems, software applications, and IT best practices to enhance user competence.
- Ensure endpoint security and data protection measures are in place, adhering to IT compliance and governance standards.
- Liaise with vendors and suppliers for procurement, maintenance contracts (AMC), and IT service requirements.
- Generate regular reports on support activities, asset status, and performance metrics to inform management decisions.
- Identify opportunities for process improvements to enhance service quality and increase user satisfaction.
- Lead, mentor, and evaluate the desktop support team to foster productivity, skill development, and professional growth.
- Collaborate closely with the IT Security Manager, Network Manager, and other IT teams to support overall business operations and IT initiatives.

Required Qualifications

- Strong technical and troubleshooting skills with expertise in Windows operating systems, Microsoft 365, Active Directory, and networking fundamentals.
- Experience in IT asset inventory management and maintaining comprehensive documentation.
- Excellent communication and interpersonal skills to effectively interact with users and team members.
- Proven leadership capabilities, including team management, coaching, and training.
- Strong analytical and problem-solving abilities to address complex technical issues.
- Effective time management and prioritization skills to handle multiple tasks efficiently.
- Customer service orientation with a focus on delivering high user satisfaction.

Preferred Qualifications and Benefits

- Familiarity with ITIL/ITSM frameworks is advantageous.
- Experience using remote support tools such as AnyDesk and TeamViewer.
- Knowledge of antivirus and endpoint security solutions like Sophos and Microsoft Defender.
- Proficiency in ITSM/helpdesk software and network management tools.

The IT Desktop Support Manager reports directly to the CEO and works in close coordination with the IT Security Manager, Network Manager, and other departments. This role requires collaboration with vendors, ISPs, and internal stakeholders to support IT projects, system upgrades, and continuous process improvements.

Compensation and Work Location

The position offers a monthly salary ranging from Rs. 100,000 to Rs. 200,000. The role is based on-site, requiring physical presence at the company location. This opportunity allows the incumbent to lead a vital IT function, ensuring efficient desktop operations while optimizing IT resources and controlling operational costs.