IT Manager

Job Description

IT Manager, India

Your responsibilities:
*Manage the Service Desk team, ensuring efficient and consistent adherence to SLAs and team performance

• Consistently ensure customer service is paramount and agreed Service Levels are met in a timely and accurate manner• Recruit, train, and support the ITS Team based in India (including ITS Systems/Support Officers, and other associated roles)
• Set and manage customer service standards and Service Levels (via appropriate Service Level Agreements
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Provide customer feedback to the appropriate internal teams, like product developers

Skill sets/experience we require:

• Minimum 3+ years' experience managing and building and managing IT teams
• Practical experience with IT Service Desk platforms, procedures & protocols (ITIL, etc.),
• Solid technical background with an ability to communicate to a non-technical audience and management
• Customer-service oriented with a problem-solving attitude• Excellent written and verbal communications skills
• Proficiency and skill with regard to team management, and the ability to lead & coach a high performing team

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology or relevant field

Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹62,957.87 per month

Benefits:

• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Fixed shift

Ability to commute/relocate:

• Prahlad Nagar, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• IT management: 4 years (Required)

Location:

• Prahlad Nagar, Ahmedabad, Gujarat (Required)

Work Location: In person

Expected Start Date: 14/08/2025