Clinton Health Access Initiative India Private Limited (CIPL) is a private entity, majority-owned by the Clinton Health Access Initiative (CHAI), a US-based non-profit organization. CIPL operates independently and exclusively provides export-based services, contributing to CHAI’s goals of improving healthcare access, delivery, and outcomes in underserved populations. CIPL serves as a Global Shared Service (GSS) or Global Capability Center (GCC) harnessing technical expertise and innovative solutions to address global health challenges.

CIPL is an Equal Opportunity Employer, and is committed to providing an environment of fairness, and mutual respect where all applicants have access to equal employment opportunities. CIPL values diversity, inclusion and recognizes that our mission is best advanced by the leadership and contributions of people with diverse experience, backgrounds, and culture.

About the Position:

The Helpdesk Manager is part of a small, high-performing IT team supporting over 1800 staff in over 30 countries. Our goal is to ensure that our systems are reliable, secure, and robust to support CHAI staff, volunteers, and partners fulfill their mission of expanding access and care to health care services in underserved areas.

Based in India the Helpdesk Manager will play a key role on the IT team supporting our worldwide staff. The person in this position will manage four helpdesk staff members based around the world to provide rapid, quality support to CHAI staff. They will provide escalated support to the helpdesk engineers and ensure effective communications with all CHAI staff. This position requires a self-starter who is knowledgeable, meticulous, and resourceful to be successful and effective in a fast-moving and entrepreneurial environment. Must be excited by the challenge of tackling projects in new areas, quickly building knowledge and skills and effectively applying them.

• Implement and maintain policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
• Roll out policies and procedures to the larger organization
• Manage CHAI’s ticketing system, ensuring CHAI employees are working at their optimal best daily on desktops, laptops, handheld communication devices and workstations
• Evaluate new information systems products or services and suggests changes to existing products or services to better aide the end user
• Address any complicated support issues that are escalated by team members
• Create and manage escalation procedures and ensures service levels are maintained
• Manage the Help Desk team’s daily activities by prioritizing client issues and being proactive with responses.
• Improve usage of IT Support resources and increase productivity of the team
• Communicate with all parties in a constructive manner to guarantee customer expectations are met
• Perform follow-up on helpdesk tickets to verify final resolution and determine satisfaction level
• Interface with appropriate technical personnel for problems that cannot be resolved effectively
• Understand overall Help Desk objectives, as well as the role and function of each team member
• Contribute to the continuity of computer services by providing the necessary technical leadership
• Drive problem investigations and resolution as required
• Design and maintain process documentation for the Help Desk team
• Manage the process of implementing change efficiently and effectively

• Bachelor’s degree in Information Technology, Computer Science, or a related field with a minimum of seven years of relevant work experience, including more than two years of experience in a managerial role overseeing IT support or helpdesk teams
• Proven experience in managing helpdesk ticketing systems and ensuring service levels are maintained effectively
• Strong knowledge of ITIL (Information Technology Infrastructure Library) practices and experience in implementing IT service management (ITSM) best practices
• Proficiency in managing Office365, Active Directory (AD), Azure AD, and other IT infrastructure components
• Demonstrated ability to develop, implement, and manage helpdesk policies and procedures for incident management and escalations
• Exceptional communication and leadership skills with a track record of managing cross-functional and remote teams effectively
• Strong analytical and problem-solving skills with the ability to address complex technical issues escalated by team members
• Experience in resource planning and team productivity optimization to enhance IT support efficiency
• High level of proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) for reporting and documentation
• Familiarity with information systems evaluation and making recommendations for improvements to support end-users better
• Ability to create and maintain technical process documentation accurately and efficiently
• Proven ability to manage change efficiently, including implementation of new policies and technologies
• Certifications such as ITIL Foundation, Microsoft Certified: Enterprise Administrator Expert, or equivalent are preferred
• Customer-focused mindset with the ability to ensure high levels of user satisfaction
• Self-starter with a proactive approach to managing tasks in a fast-paced and entrepreneurial environment
• Willingness to learn new technologies quickly and adapt to evolving organizational needs

#jobreference3 #region2