Job Opportunity- Senior Manager IT Support Services -Hyderabad.

Greetings from Technogen !!!

We thank you for taking time about your competencies and skills, while allowing us an opportunity to explain about us and our Technogen, we understand that your experience and expertise are relevant the current open with our clients.

About Technogen : TechnoGen Brief Overview:-

TechnoGen, Inc. is an ISO 9001:2015, ISO 20000-1:2011, ISO 27001:2013, and CMMI Level 3 Global IT Services Company headquartered in Chantilly, Virginia.

TechnoGen, Inc. (TGI) is a Minority & Women-Owned Small Business with over 20 years of experience providing end-to-end IT Services and Solutions to the Public and Private sectors.

TGI provides highly skilled and certied professionals and has successfully executed more than 345 projects.

TechnoGen is committed to helping our clients solve complex problems and achieve their goals, on time and under budget.

LinkedIn: https://www.linkedin.com/company/technogeninc/about/

Job Title : Senior Manager IT Support Services

Required Experience : 10+ years

Work Mode: WFO-4 Days from Office.

Shift Time : UK Shift Time-12:00 PM IST to 09:00 PM IST.

Location : Hyderabad.

Job Summary :-

Role Summary

We are looking for an experienced and results-driven Senior Manager IT Support Services to establish and lead our global IT Service Desk and Remote Desktop Support operations, based in India. This role will be critical in building the function from the ground up and ensuring seamless 24/7 support across multiple time zones and languages. The successful candidate will be responsible for delivering high-quality end-user support, driving continuous improvement, and leading a team of IT professionals to enhance business productivity.

In addition to managing the IT Service Desk and RDS teams, this role will also oversee Onsite Support Services in location, including the management of end-user computing devices, peripherals, and local infrastructure. You will be responsible for coordinating local IT Field Services, ensuring timely resolution of hardware issues, supporting office IT setup, and maintaining equipment standards and inventory across the site.

The ideal candidate is a strong people leader, a clear communicator, and a strategic thinker with a proven track record of managing global IT support operations. A solid understanding of desktop and infrastructure technologies is essential, along with a hands-on, can-do approach when the situation calls for it.

Key Responsibilities

Leadership & Team Management

Lead, mentor, and develop a high-performing team of IT Service Desk and Remote Desktop Support professionals.

Build a positive, performance-driven team culture with a focus on customer satisfaction and continuous improvement.

Drive recruitment, onboarding, training, and performance management for support staff.

Operational Oversight

Ensure reliable 24x7x365 Service Desk operations supporting global users.

Oversee Remote Desktop Support delivery for both hardware and software issues, ensuring SLAs and KPIs are consistently met or exceeded.

Oversee Onsite Support Services in the MTIC location.

Implement ITIL-based practices for Incident, Request, and Knowledge Management.

Process & Service Improvement

Identify and implement process improvements, automation opportunities, and self-service initiatives to improve efficiency and end-user experience.

Develop and maintain SOPs, knowledge base articles, and service documentation.

Stakeholder & Vendor Management

Collaborate with cross-functional teams, including Infrastructure, Security, Applications, and regional IT teams to ensure aligned service delivery.

Manage relationships with third-party vendors and outsourcing partners, where applicable.

Reporting & Analytics

Produce regular reports and dashboards on service performance, customer satisfaction (CSAT), incident trends, and resource utilization.

Present actionable insights and strategic recommendations to senior leadership.

Qualifications & Experience

Bachelors degree in computer science, Information Technology, or a related field. Master’s degree or MBA is a plus.

10+ years of progressive experience in IT Support Services, with at least 5 years in a leadership or senior management role.

Demonstrated success in managing 24/7 Service Desk operations and offshore support teams.

Strong knowledge of ITSM tools (e.g., ServiceNow) and ITIL framework (ITIL certification preferred).

Experience with global support delivery models and remote desktop support technologies.

Proven experience in managing operational metrics, service reporting, and continuous service improvement.

Key Skills

Exceptional leadership and people management skills.

Strong communication and stakeholder engagement skills.

Analytical and data-driven mindset with excellent report writing abilities.

Customer-oriented, EUX approach with a commitment to delivering high-quality IT support services.

Best Regards,

Syam.M | Sr.IT Recruiter

syambabu.m@technogenindia.com

www.technogenindia.com | Follow us on LinkedIn