Manager, Help Desk

Scale Computing

2d•Hybrid

About The Position

The Help Desk Manager is responsible for the overall operational health of Scale Computing's IT systems and the leadership of the Help Desk/System Administration team in India as well as fostering open communications with the US Help Desk/System Administration counterparts. This position's primary focus is on people management, process optimization, and service delivery. While management is the core of your day-to-day, you will maintain a technical edge, acting as a point of escalation for complex issues that require expert intervention. You will manage the lifecycle of IT tickets, ensure adherence to Service Level Agreements (SLAs), oversee critical infrastructure (Systems/Network), and drive the professional development of your direct reports. The ideal candidate is a seasoned IT leader who can balance high-level technical strategy with day-to-day operational excellence.

Requirements

8+ years of total IT experience, with at least 3+ years in a people management or team lead role (managing performance, hiring, etc.).
Strong background in Systems Administration (Linux, Windows, macOS) and Networking.
Technical enough to validate your team's work.
Demonstrated experience with ITIL frameworks (Incident, Problem, and Change Management).
Proficiency in modern IT management stacks, specifically JumpCloud, Jira Service Management, and Google Workspace.
Excellent verbal and written communication skills in English are mandatory for cross-region collaboration.

Nice To Haves

Bachelor's degree in Computer Science, Information Technology, or Business Administration.
ITIL Foundation/Practitioner, PMP (Project Management Professional), or technical certs like CISSP/CISM or Fortinet NSE.
Experience managing vendors and procurement processes in India.

Responsibilities

Manage the daily operations of the IT Helpdesk and Systems Administration functions, ensuring 24/7 (coordinating with the US Manager/Teams) coverage and rapid resolution of incidents.
Recruit, train, coach, and conduct performance reviews for a blended team of SysAdmins and Helpdesk technicians.
Assist senior leadership in planning IT budgets, resource allocation, and technology roadmaps.
Lead, coach, and manage a team of Systems Administrators and Helpdesk Support staff.
Conduct regular 1:1s, performance appraisals, and career development planning for direct reports.
Manage staff scheduling, on-call rotations, and resource allocation to ensure coverage during critical business hours.
Foster a culture of accountability, internal customer service excellence, and continuous learning.
Define, monitor, and enforce Service Level Agreements (SLAs) for ticket response and resolution times using Jira Service Management.
Serve as the primary point of escalation for high-priority or complex technical issues that the team cannot resolve.
Analyze ticket data to identify recurring issues and implement root-cause fixes to reduce ticket volume.
Oversee the "New Hire" process to ensure first-day productivity for new employees (hardware, accounts, access).
Oversee the administration of core enterprise systems, including JumpCloud, Google Workspace, Dialpad, and Atlassian Suite (Jira/Confluence).
Supervise the health of the network infrastructure (Fortinet firewalls, switches, routers), ensuring the team performs timely firmware updates and security patching.
Manage IT asset lifecycle (procurement, inventory tracking, and retirement) for the India office and remote workforce.
Ensure all IT operations comply with internal security policies and external frameworks (PCI-DSS, CIS Controls, SOC2).
Collaborate with the Information Security team to maintain documentation and evidence for security audits.
Proactively identify risks in the IT environment and propose mitigation strategies.