Service Desk Manager( 10 yrs Noida)

Standardized Title:

IT Service Desk Manager

About The Opportunity

A leading firm in the IT services and managed infrastructure sector, operating enterprise IT support and infrastructure operations for diverse corporate customers. We deliver high-availability, customer-facing support services and drive operational excellence across service delivery, incident response, and ITSM tooling.

Location & Work Model

: Noida, India On-site role (10 years experience expected).

Role & Responsibilities

• Lead day-to-day operations of the on-site service desk (shift planning, staffing, and performance) to meet SLAs and quality benchmarks.
• Oversee incident, problem, and change lifecycles: drive rapid incident resolution, root-cause analysis, and reduction in repeat incidents.
• Manage ITSM tooling and process improvements (ServiceNow/Remedy/Jira): implement automation, knowledge base, and runbooks to increase first-contact resolution.
• Coordinate escalations across L2/L3 teams and third-party vendors; own major-incident response and post-incident reviews.
• Define, track and report on KPIs and dashboards (MTTR, SLA compliance, ticket volumes); present trends and improvement plans to stakeholders.
• Recruit, coach, and develop service desk engineers; enforce staffing, training, and incident-handling standards for a high-performing on-site team.
  

Skills & Qualifications

Must-Have

• 10+ years in IT service desk or IT operations with hands-on service delivery leadership (onsite experience preferred).
• Proven experience implementing and operating ITSM tools (ServiceNow or BMC Remedy).
• Strong domain knowledge in Incident Management, Problem Management, Change Management, and SLA Management.
• Practical knowledge of ITIL practices (v3/v4) and service delivery frameworks.
• Experience with reporting and dashboards (Power BI, Excel) and KPI-driven performance management.
• Experience coordinating with L2/L3 engineering teams, vendors, and stakeholders during major incidents.
  

Preferred

• Experience with Jira Service Management and modern ticketing integrations.
• Familiarity with remote-support tools (BeyondTrust, TeamViewer) and endpoint management.
• Exposure to cloud platform support (Azure/AWS) and Microsoft 365 administration.
  

Benefits & Culture Highlights

• Structured, KPI-driven environment with clear career progression for service delivery leaders.
• Opportunity to build and optimise ITSM processes and tooling at enterprise scale.
• Collaborative, on-site team culture focused on operational excellence and customer satisfaction.
  

How to Apply

: This is an on-site Service Desk Manager role based in Noida. Candidates with strong enterprise ITSM experience and proven leadership in service delivery are encouraged to apply. The hiring company is Orbion Infotech.Skills: incident management,servicenow,change management,power bi