Manager, Help Desk

Who We Are

Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.

Summary

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.

Essential Functions

Operational Leadership: 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.

People Management: Recruit, train, coach, and conduct performance reviews for a blended team of SysAdmins and Helpdesk technicians.

Strategic Planning: Assist senior leadership in planning IT budgets, resource allocation, and technology roadmaps.

Key Responsibilities

1. Team Leadership & Management

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.

2. Helpdesk & Service Delivery

SLA Management: Define, monitor, and enforce Service Level Agreements (SLAs) for ticket response and resolution times using Jira Service Management.

Incident Management: Serve as the primary point of escalation for high-priority or complex technical issues that the team cannot resolve.

Trend Analysis: Analyze ticket data to identify recurring issues and implement root-cause fixes to reduce ticket volume.

Onboarding: Oversee the "New Hire" process to ensure first-day productivity for new employees (hardware, accounts, access).

3. Infrastructure & Systems Oversight

System Governance: Oversee the administration of core enterprise systems, including JumpCloud, Google Workspace, Dialpad, and Atlassian Suite (Jira/Confluence).

Network Strategy: Supervise the health of the network infrastructure (Fortinet firewalls, switches, routers), ensuring the team performs timely firmware updates and security patching.

Asset Management: Manage IT asset lifecycle (procurement, inventory tracking, and retirement) for the India office and remote workforce.

4. Security & Compliance

Policy Enforcement: Ensure all IT operations comply with internal security policies and external frameworks (PCI-DSS, CIS Controls, SOC2).

Audit Readiness: Collaborate with the Information Security team to maintain documentation and evidence for security audits.

Risk Management: Proactively identify risks in the IT environment and propose mitigation strategies.

Success Metrics for the Role

Team Performance: High retention rates and positive feedback on team performance reviews.

Operational Efficiency: Consistently meeting or exceeding SLAs for helpdesk ticket resolution.

System Uptime: Maintenance of 99.9% uptime for core internal systems and network infrastructure.

Project Delivery: Successful oversight of completion of IT infrastructure projects on time and within budget.