Job Description
Job Title:  Helpdesk Manager L1
City:  Calgary
State/Province:  Alberta
Posting Start Date:  3/20/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Responsible for leading and governing end‑to‑end helpdesk operations to ensure timely, effective, and SLA‑compliant support for end users.

The role includes managing daily service desk operations, overseeing incident and service request intake, prioritization, escalation, and resolution, and ensuring accurate ticket handling within ITSM tools such as ServiceNow.

The Helpdesk Manager monitors service performance, tracks SLAs and KPIs, analyzes trends, and drives corrective actions and continuous service improvement initiatives.

They are accountable for team leadership and workforce management, including staffing, scheduling, coaching, performance reviews, and skills development of helpdesk analysts.

The role also involves stakeholder and vendor coordination, acting as the primary escalation point for critical issues, participating in operational reviews, and ensuring alignment with broader IT teams.

Additionally, the Helpdesk Manager ensures process compliance, documentation quality, audit readiness, and knowledge management, while supporting process standardization, automation opportunities, and service transition activities.
Mandatory Skills: IT Operations Management .

 

Experience: 8-10 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

 

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

 
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Wipro s'engage à créer un lieu de travail accessible, favorable et inclusif. Des aménagements raisonnables seront fournis à tous les candidats, y compris les personnes handicapées, tout au long du processus de recrutement et de sélection. Les aménagements doivent être communiqués à l'avance de la candidature, dans la mesure du possible, et seront examinés sur une base individuelle. Wipro offre des opportunités égales à tous et valorise la diversité.