Job Description

Job Description: Job Title- Global IT Service Desk Manager- Gurgaon / Noida, India Position Summary: The Global IT Service Desk Lead is responsible for overseeing the daily operations and management of the Global IT Service Desk team, ensuring the delivery of high-quality IT support services to AML RightSource employees across all regions. This role includes leading a team of IT Service Desk professionals, collaborating with stakeholders, and maintaining service excellence. The Team Lead will drive the adoption of best practices, develop and refine processes, and spearhead continuous improvement initiatives to enhance the efficiency and effectiveness of the IT Service Desk operations. Responsibilities: Lead and manage a global team of IT Service Desk professionals, fostering a collaborative and positive work environment while providing guidance, support, and constructive performance feedback to ensure a high level of service delivery. Schedule and coordinate team work shifts to ensure continuous support coverage across multiple time zones. Conduct regular team meetings and one-on-one sessions to review performance, address challenges, and identify development opportunities. Oversee the ongoing training and development of the IT Service Desk team to ensure skills remain current with evolving technology and industry best practices. Monitor ticketing system queues, prioritize and assign tasks to ensure the timely resolution of service requests and incidents in compliance with Service Level Agreements (SLAs). Serve as the escalation point for complex issues and provide hands-on support as needed. Collaborate with IT departments and stakeholders, including IT management and business leaders, to ensure seamless service delivery, alignment with organizational goals, and effective communication of performance and improvement plans. Develop, implement, and continually refine IT Service Desk processes. Lead initiatives to enhance efficiency, effectiveness, and user satisfaction, ensuring alignment with industry best practices. Analyze IT Service Desk metrics and user feedback to identify trends, areas for improvement, and key training needs. Maintain and update knowledge base articles, ensuring they remain accurate and accessible for both the team and end-users. Ensure compliance with group IT guidelines and enforce standard operating procedures. Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered. At least 10 years of IT Support experience, including 4+ years in a leadership or team lead role within a global or multi-regional environment. Proven experience managing an IT service desk or similar support function, with a focus on remote support across multiple time zones. Fluency in English, both written and spoken, with strong communication skills to interact with both technical and non-technical stakeholders. Demonstrated leadership and team management skills, with the ability to motivate and develop a high-performing team. Experience with IT Service Management (ITSM) tools like Jira Service Management, ServiceNow, or similar platforms. Strong understanding of ITIL standards, including incident, problem, and service request management. Solid grasp of modern IT infrastructure, including hardware, software, networks, and cloud-based services. Hands-on experience with Windows and MacOS environments, and proficiency in Office 365 and related Microsoft products (e.g., Exchange, SharePoint, Teams). Willingness to work flexible hours to support global operations. Strong knowledge of data privacy and security principles, with a focus on regulatory compliance. Excellent problem-solving and decision-making skills, especially under pressure. Requirements: Outstanding organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment. Customer-focused with a commitment to user satisfaction and service excellence. Proactive, results-driven, and committed to continuous improvement. Ability to work independently and collaboratively in a global team setting. Relevant industry certifications such as ITIL Foundation or similar. Experience with user account management, including Active Directory and Azure Active Directory. Experience with cloud services (e.g., Azure, AWS) and basic network troubleshooting. Familiarity with scripting or automation tools (e.g., PowerShell) to enhance service desk efficiency. Knowledge of virtualization technologies like VMware or Hyper-V. Experience with mobile device management (MDM) solutions and device provisioning. AML RightSource is committed to fostering a diverse work environment and is proud to be an equal opportunity employer. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Show more Show less