It Help Desk Manager - Apac
Check Point SoftwareBengaluru, Republic Of India, IN15 hours ago
Job description10+ years experience with 4–5 years of experience managing Help Desk or Tier 1 IT support teams in a corporate company. Strong understanding of ITSM tools (Jira Service Desk or similar). Excellent knowledge of user support workflows and service desk operations. Hands-on experience with Microsoft 365, Active Directory, and SSO platforms. Familiarity with Mac OS and Kandji – advantage. Knowledge or experience with AI-driven support tools or chatbots – advantage. Excellent interpersonal, verbal, and written communication skills in English. Experience working in a global or multi-site environment – advantage. Strong organizational and time management skills. Customer-first mindset with a proactive, can-do attitude. Bachelor’s degree in a relevant field or equivalent practical experience – advantage.
About the Role
We are looking for a passionate and experienced Help Desk Team Lead to join our global IT team! If you have a strong background in end-user support, leadership skills, and a drive to improve service delivery and efficiency, we’d love to hear from you.
In this position, you will lead a regional Tier 1 support team, drive KPIs, optimize daily operations, and implement service improvements while maintaining a hands-on approach.
Your Impact & Responsibilities
- Manage 5–6 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions during the day, including remote management in Singapore.
- Manage 3–4 Tier 1 Help Desk agents that support AMR region.
- Be onsite at least 4 days a week.
- Own the Help Desk KPIs (e.G., resolution time, response time, reopen rates).
- Participate in planning and implementing automation and AI solutions for Tier 1.
- Ensure high-quality support via phone, portal, chat, and walk-in.
- Monitor ticketing queues and drive performance against SLA.
- Work closely with HR, IT Ops, and Security on user lifecycle processes.
- Oversee knowledge base creation, documentation, and training.
- Support both Windows and Mac OS environments.
- Drive onboarding and offboarding operational excellence.
- Conduct regular 1 : 1s, feedback sessions, and cross-training within the team.
- Provide hands-on support when needed, especially in peak or crisis situations.
Your Knowledge & Skills
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It Help Desk Manager • Bengaluru, Republic Of India, IN
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