IT Helpdesk Manager

Job Title: I T H e l p d e s k M a n a g e r

Business Unit:

Piramal Swasthya

Domain:

Social Sector

Location:

PSMRI office,

Hyderabad

Big Bet: Shared Services

Department: IT

Purpose of Job

Manage a team of IT Support executives and Karuna Fellows providing IT Support, resolve technical issues, provide remote support to users and manage SLAs. Preparing management

reports and dashboards, Managing IT training to Karuna fellows

Key stakeholders

External

Internal

Vendors/partners, clients

Big bet employees, Associates and Fellows

Reporting structure

Role directly reports to

Positions that report into this role

Sr. Manager IT

IT Karuna Fellows, IT executives

Essential Qualifications

• Any Graduate, preferably bachelor’s degree in Computer Science or information technology.
• Working Experience of 6-8 Years
• Proven work experience as IT Support Manager/Engineer

Preferred Key Skill

/Qualifications

• Troubleshooting of IT equipment, Operating Systems, Network issues etc.
• Microsoft 365 & Office 365 administration
• Power BI or other dashboarding tool experience.
• Jira, ServiceNow etc ITSM tools experience
• Familiarity with CRM and marketing automation platforms, Analytical skills to measure SLAs
• Strong communication skills for external client interactions and stakeholder engagement.
• Cold calling and lead nurturing experience (preferred for partner/vendor outreach).
• Good documentation and presentation skill
• Team management
• Knowledge of ITSM processes

Essential Experience

• Work Experience as IT support Manager/Engineer, Troubleshooting of Windows OS, Network Management, Mobile Device Management and O365 administration, Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals
• Experience in using ITSM tools like Jira, ServiceNOW
• Knowledge of popular software applications and remote connection systems
• Troubleshoot and solve complex hardware and software issues
• Implementing, Configuring and Testing enterprise applications
• Excellent interpersonal skills
• Mentoring IT support team
• Good written and verbal communication skills
• Good Analytical skills, monitor and manage SLAs
• Good documentation skills – Excel, Word, Power Point
• Providing User Training and Support
• Ability to travel and work after hours when necessary
• Good Email communication and Vendor communication
• Hindi & English Language: R/W/S must

Competencies

• Fluent in communication, articulating requirements and Troubleshooting of IT related issues

Decision Making Control

• Decide appropriate vendor that can deliver the required solution within budget, time and in prescribed quality

Values

Knowledge

• Technical Expertise – Demonstrates strong hands-on experience with IT infrastructure, Microsoft 365, and Power BI dashboards.
• Domain Awareness – Applies IT solutions in social sector operations with a practical understanding of marketing automation and CRM platforms.
• Learning Mindset – Continuously learns and adapts to emerging tools in data visualization, remote support, and digital engagement.

Action

• Proactive Engagement – Actively initiates communication with internal teams and external vendors/clients through structured cold calls and follow-ups.
• Solution-Oriented – Takes ownership of issues across IT support, analytics, and stakeholder coordination, and drives them to closure.
• Marketing Integration – Aligns IT support efforts with marketing objectives by enabling CRM usage, campaign support, and tracking KPIs.

Care

• Stakeholder Centricity – Provides consistent and empathetic service to employees, fellows, and partners by resolving issues efficiently.
• Inclusive Communication – Builds trust through clear, multilingual (Hindi & English) interactions across diverse teams and geographies.
• Supportive Leadership – Mentors IT support teams and promotes knowledge sharing sessions to build internal capability.

Impact

• Data-Driven Decision Making – Leverages Analytic tools and performance metrics to improve IT service delivery and transparency.
• Operational Efficiency – Contributes to business continuity and system resilience through timely patching, upgrades, and vendor coordination.
• Visibility & Reporting – Improves the visibility of IT performance across the organization with dynamic dashboard reporting and client communication.