Overview
CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may choose to work from home in Mumbai; however, you will be required to travel to our Andheri East office 3 times a week for business requirements, meetings, or company/team events, or on short notice as needed.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 ProcessBefore applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, you will have two technical rounds followed by the HR round with the HR Business Partner.
Equal Opportunity
Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.
Accelerating from Anywhere
As a remote-first organization, these are essential attributes we look for in all our candidates.
- Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
- Documenting work that brings everyone on the same page.
- Maturity to choose between synchronous and asynchronous collaboration.
- Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.
About CACTUS
Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.
