Job Description Job Title: Manager, IT Helpdesk Location: Bangalore Function: IT Position Type: Full-time Position Level: M2 WHO WE ARE Xactly is a leader in Sales Performance Management Solutions and a part of Vista Equity Partners portfolio companies since 2017. The Xactly Intelligent Revenue Platform helps businesses improve go-to-market outcomes through increased collaboration, greater efficiencies, and connecting data from all critical functions of the revenue lifecycle on a single platform. Born in the cloud almost 20 years ago, Xactly provides customers with extensive experience in solving the most challenging problems customers of all sizes face, backed by almost 20 years of proprietary data and award-winning AI. Named among the best workplaces in the U.S. by Great Place to Work six times, honored on FORTUNE Magazine’s inaugural list of the 100 Best Workplaces for Millennials, and chosen as the “Market Leader in Incentive Compensation” by CRM magazine. We’re building a culture of success and are looking for motivated professionals to join us! The Opportunity As a Manager, IT Helpdesk at Xactly, you will be a key strategic leader in delivering IT solutions and managing IT operations to drive business success. With a focus on both corporate headquarters and global teams, you will oversee the design, implementation, and optimization of IT support processes. Your experience in IT operations, project management, and cross-functional leadership will be essential in ensuring the organization’s technology systems run efficiently and securely. You will lead a high-performing IT team, mentor junior staff, and collaborate closely with VP of IT. Your work will directly contribute to elevating the IT experience within the organization, focusing on providing scalable solutions that meet business needs. Additionally, you will be responsible for managing key IT initiatives, such as security frameworks, process automation, and ensuring the integrity of our network and infrastructure. The Team Xactly’s IT team is an agile, global group committed to driving excellence through collaboration and continuous improvement. As a Manager, IT Helpdesk, you will play a crucial role in shaping the team’s strategy, optimizing workflows, and enhancing our global IT environment. You’ll work closely with the VP of IT, other technical teams, and cross-functional partners to foster an IT-first culture that supports the organization’s goals. The Skill Set 2+ years of experience in IT management, with expertise in managing IT support operations, infrastructure, and cross-functional teams. Deep expertise with MacOS, Windows OS, iOS, and MS Office Suite, with a proven ability to support a diverse set of devices across corporate and remote teams. Strong experience with mobile device management tools (e.g., JAMF, Intune), cloud solutions (e.g., Google Workspace, Office 365), and collaboration tools (Zoom, Box, Slack). Proven ability to manage complex IT projects, including system rollouts, security upgrades, and network administration. In-depth knowledge of network administration, security best practices, and enterprise-level systems administration. Strong leadership abilities to manage and mentor a global IT support team and ensure high-quality service delivery. Experience with identity management and SSO environments (e.g., Okta, Azure AD) in an enterprise setting. Excellent communication skills and ability to build strong working relationships across business units, ensuring that IT solutions meet strategic business needs. Strong problem-solving skills, with the ability to troubleshoot complex issues and manage escalations. Technical certifications (CompTIA, Jamf, Microsoft) highly preferred. Responsibilities IT Leadership: Lead and mentor a global IT support team, fostering a high-performance culture through guidance, training, and professional development. Develop, execute, and continually refine IT support strategies, ensuring alignment with organizational objectives and the growing needs of the business. Lead IT projects from concept to completion, including hardware/software rollouts, system upgrades, and infrastructure changes, ensuring minimal disruption to business operations. Operational Excellence: Manage the day-to-day operations of IT support, ensuring the delivery of timely and effective IT solutions to all internal users across the organization. Oversee asset management, procurement processes, and inventory forecasting, ensuring efficient utilization of IT resources. Monitor IT infrastructure health, manage critical systems (e.g., servers, networks, cloud services), and lead troubleshooting efforts for escalated issues. Implement and maintain mobile device management (MDM) solutions, ensuring seamless user experience and device security. Cross-Functional Collaboration: Collaborate with key business units to understand evolving IT needs and develop tailored solutions that support business goals. Lead IT initiatives that promote automation, efficiency, and scalability in systems and processes, improving the overall user experience. Serve as the primary point of contact for IT escalation to leverage global resources, working closely with VP of IT to address strategic IT challenges. Security and Compliance: Ensure all IT systems are compliant with infosec policies and industry standards, leading efforts to enhance IT security across systems and applications. Partner with the infosec team and oversee the remediation of identity access management (IAM), Single Sign-On (SSO) systems, and secure user authentication protocols. Innovation & Continuous Improvement: Identify opportunities for automation, leveraging AI, and establishing process improvements, ensuring that IT systems evolve to meet future organizational needs. Keep abreast of the latest IT trends, tools, and technologies, providing thought leadership on emerging IT solutions that could benefit the business. Within the First 3 Months, You’ll: Develop key relationships with VP of IT and cross-functional teams, gaining a deep understanding of business priorities and challenges. Oversee the management of IT assets and ensure IT support systems are aligned with company needs and are being used efficiently. Audit and optimize current IT processes, supporting the helpdesk is operating at peak efficiency and identify areas for improvement. Within 6 Months, You’ll: Lead cross-functional IT initiatives to roll out new technologies and improved processes. Execute against the strategic IT roadmap that has been established in partnership with the VP of IT to support business growth, focusing on scalable IT solutions, AI adoption, and optimization. Within 12 Months, You’ll: Ensure the IT department is aligned with the organization’s broader strategic goals, driving efficiency, innovation, and cost optimization. Lead a culture of continuous improvement, ensuring that IT services are proactively upgraded to meet changing business needs and technological advancements. BENEFITS & PERKS Paid Time Off (PTO) Comprehensive Health and Accidental Insurance Coverage Tuition Reimbursement XactlyFit Gym/Fitness Program Reimbursement Free snacks onsite (if you work in office) Generous Employee Referral Program Free Parking and Subsidized Bus Pass (a go-green initiative!) Wellness program OUR VISION Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. OUR VALUES Customer Focus | Accountability | Respect | Excellence (CARE) are the keys to our success, and each day we’re committed to upholding them by delivering the best we can to our customers. Xactly is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.