It Service Desk Manager

travel to our Andheri East office 3 to 4 times a week

We are looking for an Operations Manager, IT Service Desk to lead and manage our team of IT Service Desk professionals, ensuring prompt and effective resolution of technical issues, and delivering exceptional customer service to internal and external stakeholders.

Responsibilities

• Oversee day-to-day operations of the IT Service Desk, including ticket assignment, resolution tracking, and escalation handling.
• Manage a team of support engineers and ensure service requests are addressed within defined SLAs.
• Maintain service logs and ensure all updates are accurately reflected in the ticketing system and escalation matrix.
• Drive creation, maintenance, and regular updates of SOPs and knowledge assessments in line with quality standards.
• Lead end-to-end training efforts including new hire onboarding, floor training (based on TNI), and refresher programs.
• Monitor and improve training effectiveness and support ongoing development plans for specific LOBs.
• Prepare and present MIS reports related to service performance and training impact.
• Coach and guide a team of trainers to ensure consistency and effectiveness.
• Manage internal training projects and coordinate ad-hoc learning sessions as needed.

Qualifications and Prerequisites

• Graduates from any field are welcome to apply. Preference would be given to graduates with BCA, B.Tech/B.E. in Computers.
• 7 years of relevant experience, with a minimum of 4 years in Service Desk management, preferably with IT Service Ticketing tools, engineer management, Service MIS Reporting, and escalation matrix management.
• Candidates with experience in New transition will be preferred.
• Experience in handling large ramp-ups across multiple geographies.
• Experience in managing a team.
• Familiarity with ITIL framework (Certification/Training is a plus).
• Possesses excellent written and verbal communication skills, strong technical aptitude, and exceptional time management abilities.
• Self-starter who can manage multiple tasks simultaneously.
• Understanding of training methodologies and global standards for measuring training effectiveness.
• Excellent interpersonal, problem-solving, and people management skills.

Application Process

For this role, you will have two technical rounds followed by the HR round with the HR Business Partner.