Information Technology Manager

Role Overview: As an Operations Manager, IT Service Desk at CACTUS, you will lead and manage a team of IT Service Desk professionals to ensure prompt and effective resolution of technical issues while delivering exceptional customer service to internal and external stakeholders. You will oversee the day-to-day operations of the IT Service Desk, conduct ticket analysis to enhance service quality, and maintain comprehensive service logs. Additionally, you will demonstrate hands-on expertise with MDM platforms and utilize various tools to coordinate essential support activities. Key Responsibilities: - Oversee day-to-day operations of the IT Service Desk, including ticket assignment, resolution tracking, and escalation management to maintain operational efficiency. - Conduct daily ticket analysis to track, analyze, and report ticket volumes, resolution trends, SLA adherence, and root causes; implement insights to enhance service quality and responsiveness. - Lead and manage a team of support engineers to ensure service requests and incidents are efficiently addressed within established SLAs. - Maintain comprehensive service logs, accurately updating the ticketing system and escalation matrix in real-time. - Demonstrate hands-on expertise with MDM platforms (WorkspaceOne, Microsoft Intune), performing L2/L3 support for device enrollment, policy deployment, compliance configuration, security enforcement, and troubleshooting complex device or application issues. - Utilize a variety of tools including service desk software, remote support solutions, asset management platforms, end-user support applications, and reporting systems to coordinate essential support activities. - Drive the creation, maintenance, and periodic update of SOPs and knowledge materials to meet quality standards and operational excellence. - Lead and manage all training initiatives for the team, including onboarding, targeted floor training, and refresher programs, ensuring consistent technical growth. - Prepare and deliver detailed MIS reports/presentations highlighting service desk performance metrics and training impact for management review. - Mentor, coach, and guide a team of trainers to uphold high training standards, consistency, and efficacy across functions. - Manage internal training projects and coordinate ad-hoc learning sessions to address urgent knowledge gaps and ongoing requirements. Qualifications Required: - Graduates from any field are welcome to apply. Preference would be given to graduates with BCA, B.Tech/B.E. in Computers. - Minimum 5 years relevant experience, with at least 3 years in service desk management, including extensive exposure to ticketing tools, engineer supervision, MIS reporting, and escalation procedures. - Proven experience in team management, with a track record of ticket analysis, SLA reporting, trend identification, and continuous service improvement. - Advanced hands-on knowledge of MDM platforms (WorkspaceOne, Microsoft Intune) for L2/L3 activities, covering device configuration, compliance, troubleshooting, and security operations. - Experience managing large-scale service desk ramp-ups across different geographic regions, displaying adaptability and coordination. - Familiarity with ITIL framework; certification or formal training is a plus for process maturity and compliance. - Exceptional written and verbal communication, robust technical acumen, and strong time management and multitasking capabilities. - Self-motivated approach with the ability to handle multiple concurrent tasks and deliver results independently. - Solid understanding of training methodologies and global benchmarks for assessing training effectiveness and impact. - Excellent interpersonal skills, strong problem-solving orientation, and proven people management abilities across diverse teams.,