6 Helpdesk Manager jobs in India

Key Responsibilities:

Oversee and manage the facilities helpdesk team, including hiring, training, and performance evaluation

Establish service level agreements (SLAs) and performance metrics for the helpdesk operation

Develop and implement facilities management policies, procedures, and best practices

Monitor and analyze helpdesk metrics to identify trends, recurring issues, and ensure SLAs are met

Manage work order escalation processes and ensure timely resolution of complex facilities issues

Oversee the ticketing system, ensuring proper logging, tracking, and resolution of all facilities-related requests

Collaborate with maintenance, security, housekeeping, and other facility teams to improve service delivery

Maintain and monitor facilities management tools and processes

Prepare regular reports on helpdesk performance, ticket volumes, and resolution times

Stay updated with the latest facilities management trends and technologies

Communicate with vendors/ contractors related to ticket management performance

Ensure compliance with health and safety regulations and building codes

Develop and maintain standard operating procedures for the helpdesk function

Qualifications:

• Bachelor's degree in Facilities Management, Business Administration, or related field
• 5+ years of experience in facilities management/customer service operations, with at least 3 years in a managerial capacity
• Strong knowledge of facilities management principles and best practices
• Experience with CAFM systems and work order management software (e.g., ServiceNow)
• Strong knowledge of facilities management software and ticketing systems
• Excellent leadership and team management skills
• Strong analytical and problem-solving abilities
• Excellent communication skills in English and local language
• Professional certifications such as FMP or CFM will be an added advantage
• Experience in managing multiple site locations is a plus

Skills and Competencies:

• Ability to work under pressure and manage multiple priorities
• Strong customer service orientation
• Excellent interpersonal and conflict resolution skills
• Proactive approach to identifying and resolving facilities issues
• Ability to coordinate emergency response procedures
• Strong project management skills
• Budget management experience
• Proficiency with MS Office and facilities management software
• Strong analytical and reporting capabilities
• Adaptability in a fast-paced environment

TCS Bengaluru is Hiring for Helpdesk Manager

Location - TCS Bengaluru

Desired Experience Range - 10 to 12 years

Only Work from Office (No Hybrid, No Remote, No Work from Home)

Shift Timing : Should be comfortable with night & Rotational Shifts on 24*7 basis

Minimum 15 years of regular, full-time education ( 10 + 2 + 3 )

Graduate in any discipline can apply

Overview :

The Tier 1 HR Helpdesk Client Manager is required to lead teams responsible for managing Tier 1 HR related queries from the client employees, line managers, vendors and other 3rd parties basis the procedures defined, instructions provided and the knowledge base available.

Knowledge & Experience :

- Excellent understanding of various processes of core HR Operations and Voice, Emails and Chat Operations (Must have)

- Experience in Leading teams managing Tier 1 HR helpdesk for UK, Europe or US Employees

- Should have experience in using Workflow / case management tools like ServiceNow, Remedy etc.

- Good understanding of various HR Systems/ applications

- Basic understanding of MIS

- Good understanding of Quality Methodology and tools

- Good understanding of Service level agreements and contractual compliance requirements

- Should have good Excel and Presentation skills

- Should have excellent client and stakeholder management skills

Overview

Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high-performance scientific instruments and high-value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity and customer success in life science molecular research, in applied and pharma applications, in microscopy and nano analysis, and in industrial applications, as well as in cell biology, preclinical imaging, clinical phenomics and proteomics research and clinical microbiology.

Today, worldwide more than 9700 employees are working on this permanent challenge at over 90 locations on all continents. Bruker continues to build upon its extensive range of products and solutions, its broad base of installed systems and a strong reputation among its customers. Being one of the world's leading analytical instrumentation companies, Bruker is strongly committed to further fully meet its customers’ needs as well as to continue to develop state-of-the-art technologies and innovative solutions for today's analytical questions.

Bruker India is looking for an experienced Program Manager (Helpdesk)  to lead and optimize all customer communication channels for the BNANO Helpdesk based in Bengaluru, India . The role encompasses not only chat communication but also telephony software, email-to-case, and web-based communication platforms. Additionally, the candidate will integrate AI-driven and app-based communication technologies to ensure a seamless, efficient, and customer-friendly experience. The Program Manager will own and harmonize helpdesk technology across divisions, driving continuous improvement and ensuring relevance with the latest innovations.

Responsibilities

Strategic Planning & Implementation

Technology Management

User Experience Optimization

Cross-Division Collaboration & Alignment

Content & Knowledge Management

Data Analysis & Reporting

Qualifications

Bruker is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

Certain positions at Bruker require compliance with export control laws and as a result, all interviewed candidates for all positions will be screened pre-interview to determine their eligibility in light of export control restrictions.