Manager / Senior Manager - IT Helpdesk Operations

About the Team

The IT team at Navi ensures smooth day-to-day operations across the organization, and focuses on enhancing workplace experience. They manage office services, coordinate logistics, and handle administrative tasks to support stakeholders in achieving their objectives.

About the Role

The IT Helpdesk Manager is responsible for overseeing the day-to-day operations of the IT

helpdesk function supporting multiple locations of Navi including Corporate and Regional / City

Offices ensuring that all IT-related issues and service requests are resolved efficiently. This role will lead a team of Helpdesk professionals, manage escalations, and ensure a high level of customer satisfaction through effective IT support. The manager will also work to optimize service delivery, establish key performance metrics, and drive continuous improvement of IT service processes.

What We Expect From You

1. Leadership & Team Management :

• Manage and lead the IT helpdesk team, ensuring the team is adequately staffed and trained

to provide effective support.

performance reviews.

2. Operations & Support :

follow-up on service requests and incidents.

IT issues.

3. Performance Monitoring & Reporting :

rates, and customer satisfaction scores.

improvement.

4. Technology & Tools :

tools and systems are up-to-date and meet the needs of the business. Evaluate and

recommend new tools and technologies to improve helpdesk operations.

5. Customer Satisfaction :

services. Gather feedback from users to continuously improve helpdesk service and user

experience by organizing CSAT surveys

issues.

initiatives.

scheduled maintenance.

Technical Skill Sets :

1. IT Infrastructure and Systems Knowledge

firewalls.

Management solutions. Understanding of hardware components such as PCs, laptops, printers,

and mobile devices.

management

2. Service Desk Tools and Technologies

Manage Engine, Jira, or Zendesk.

3. Troubleshooting and Problem-Solving

software, and network issues.

problems

supernetting.

operations.

updates to minimize vulnerabilities.

Must Haves

Education and Experience

Lead capacity.

issues.

Skills and Competencies

end-users.

management.

Certifications

Inside Navi

We are shaping the future of financial services for a billion Indians through products

that are simple, accessible, and affordable. From Personal & Home Loans to UPI,

Insurance, Mutual Funds, and Gold — we’re building tech-first solutions that work at

scale, with a strong customer-first approach.

Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India’s

fastest-growing financial services organisations. But we’re just getting started!

Our Culture

The Navi DNA

Ambition. Perseverance. Self-awareness. Ownership. Integrity.

We’re looking for people who dream big when it comes to innovation. At Navi, you’ll be

empowered with the right mechanisms to work in a dynamic team that builds and

improves innovative solutions. If you’re driven to deliver real value to customers, no

matter the challenge, this is the place for you.

We chase excellence by uplifting each other—and that starts with every one of us.

Why You'll Thrive at Navi

At Navi, it’s about how you think, build, and grow. You’ll thrive here if :

a real difference.

and a passion for quality.

customer first.