Manager: IT Service Desk Support

About the role:

Manager IT Service Desk Support will oversee day-to-day operations of the IT Service Desk Level 1 support team in Mumbai, ensuring consistent, high-quality, and customer-centric service delivery across voice, chat, email, and self-service channels. This role will drive operational excellence through performance monitoring, issue resolution, and proactive improvement of support processes. He/she will play a key role in knowledge management, automation (Shift-Left), and training initiatives to continuously improve first-contact resolution and end-user experience. He/she will also support onboarding new STADA affiliates / regions to Level1 IT Service Desk in line with expansion of business.

Job Responsibilities:

1. Transition and setup:

• Lead the insourcing program from discovery to cutover, including knowledge transfer, parallel run, and stabilization.
• Define and implement L1 scope, SLAs/OLAs, shift coverage, escalation matrix, and handoffs to L2/L3.
• Configure or refine ITSM workflows (e.g., ServiceNow/Jira SM), categories, routing, automation, and reporting dashboards.
• Build runbooks and a KCS-aligned knowledge base to enable first contact resolution.
• Establish contact centre/telephony, chat, and self-service capabilities with quality monitoring and reporting.

2. Team Leadership & Operations

• Lead, coach, and mentor a team of Service Desk Team to deliver exceptional IT support.
• Manage daily shift operations, ensuring adequate coverage, workload balance, and SLA adherence. Ensure professional service delivery across voice, chat, email, and portal channels.
• Maintain escalation protocols, VIP user lists, and operational procedures.
• Conduct regular performance reviews, feedback sessions, and training needs assessments.
• Foster a positive, collaborative work environment aligned with STADA’s values and service excellence culture.

3. Service Delivery Management

• Monitor and report on key Service Desk KPIs including FCR, AHT, ASA, CSAT, and backlog trends.
• Ensure timely and effective incident logging, classification, escalation, and resolution.
• Manage VIP user support, major incidents, and critical issue escalations with professionalism and urgency.
• Collaborate with Level 2/Level 3 resolver teams to ensure swift handover and root cause resolution.
• Plan & forecast capacity; analyze performance.

4. Performance and Capacity Planning

• Forecast ticket volumes and scale staffing accordingly.
• Drive ShiftLeft and automation initiatives to improve efficiency.

5. Reporting & Governance

• Ensure adherence to ITIL processes (Incident, Request, Problem) and STADA’s internal ITSM policies.
• Maintain audit-ready documentation for all support processes and access controls.
• Uphold data privacy, DPA, and segregation of duties (SoD) standards across operations.
• Publish dashboards for SLRs/XLAs, conduct trend analysis, and prepare SteerCo packs.
• Lead service reviews and maintain cadence with stakeholders.

6. Compliance and Process

• Ensure ITIL-aligned practices across Incident, Request, Problem, and Major Incident Management.
• Interface with Change and Release processes.

7. Continuous Improvement

• Support implementation of Shift-Left initiatives, automation, and knowledge base updates.
• Identify recurring issues and recommend process or system enhancements to improve efficiency.
• Ensure proper knowledge transfer (KT) for new joiners and maintain an updated repository of known errors and solutions.
• Participate in service review meetings and contribute to operational improvement plans.

8. Knowledge and Training

• Support set-up and implementation of the IT Service Desk in India
• Support implementation of Shift-Left initiatives, automation, and knowledge base updates.
• Oversee knowledge base quality, coverage, and translation workflows.
• Ensure effective knowledge transfer and training completion.

9. Knowledge and Training

• Collaborate with L2/L3 teams and third-party vendors.
• Enforce OLAs
• Risk, security & compliance: uphold DPA/SoD/access controls; ensure auditability and data residency requirements.
• Ability and willingness to travel for work to Europe and other regions where STADA operates

Success Metrics (XLAs/SLRs)

• First Contact Resolution (FCR)
• Average Speed of Answer (ASA) / Abandonment
• Average Handling Time (AHT) and RightFirstTime
• Bot containment/deflection and knowledge reuse
• CSAT/NPS, reopen rate, Major Incident response time
• QA pass rate; training completion rate; ShiftLeft scope growth.

Key Competencies Required:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 5 to 8 years of IT Service Management (ITSM) experience with at least 3 to 5 years in a lead or supervisory role.
• Strong understanding of ITIL processes and service delivery governance.
• Hands-on experience with ITSM platforms such as ServiceNow, Microsoft Dynamics 365 Customer Service, or equivalent.
• Proficiency with Microsoft Teams/Voice, Azure AI tools, and Power BI for reporting is an advantage.
• ITIL v4 certification preferred; KCS Practitioner or Lean/Six Sigma a plus.
• Excellent communication, interpersonal, and stakeholder management skills.
• Customer-focused mindset with strong problem-solving abilities.

Compliance & Ways of Working

Operate within STADA MSA/SOW, ITIL practices, and DPA/privacy controls; maintain audit-ready records and reporting.