Service Desk Manager

Job Title: Senior Service Desk Manager

Location: Noida (Onsite)

Experience: 10+ Years

Employment Type: Full-Time

Role Overview

Senior Service Desk Manager

Key Responsibilities

Service Desk Leadership & Operations

• Lead and manage the Service Desk team, ensuring

  24x7 operational excellence

  and adherence to SLAs and OLAs.
• Drive continuous improvement of service desk processes aligned with

  ITIL v4

  best practices.
• Define and monitor KPIs, CSAT, MTTR, first-call resolution, and service quality metrics.
• Mentor, coach, and develop team members to build a high-performing, customer-focused service desk.

Incident & Crisis Management

• Own

  major incident management

  for mission-critical and customer-facing systems.
• Act as the primary escalation point during high-severity incidents and outages.
• Lead root cause analysis (RCA) and ensure corrective and preventive actions are implemented.
• Coordinate with engineering, infrastructure, security, and vendor teams during crisis situations.

ITSM & Tooling

• Oversee configuration, optimization, and usage of

  ITSM tools

  such as ServiceNow, Jira Service Management, or Remedy.
• Ensure accurate incident, problem, change, and knowledge management processes.
• Drive automation and self-service initiatives to improve efficiency and reduce operational overhead.

Stakeholder & Business Management

• Serve as a key interface between IT operations, business stakeholders, and senior leadership.
• Communicate incident status, risk impact, and resolution timelines clearly and effectively.
• Ensure service delivery aligns with business objectives, especially in

  financial and customer-facing environments

  .

Compliance, Risk & Governance

• Ensure service desk operations adhere to relevant

  security, compliance, and regulatory standards

  .
• Support audits, risk assessments, and compliance requirements for financial services platforms.
• Maintain a risk-aware, customer-first operational culture.

Must Have Skills & Qualifications

• 10+ years of overall IT experience

  , with

  5+ years in Service Desk or IT Operations leadership

  roles.
• Strong working knowledge of

  ITIL frameworks (ITIL v4 preferred)

  .
• Hands-on experience with

  ITSM tools

  : ServiceNow, Jira Service Management, Remedy, or equivalent.
• Proven experience supporting

  mission-critical, customer-facing financial systems

  .
• Excellent

  incident management, escalation handling, and crisis management

  skills.
• Strong

  stakeholder management and communication

  abilities.

Good to Have Skills

• Experience in

  FinTech, BFSI, or high-availability digital platforms

  .
• Working knowledge of

  cloud environments

  (AWS, Azure, or GCP).
• Exposure to

  DevOps, SRE, or automation-driven IT operations

  .
• Familiarity with

  security, compliance, and regulatory standards

  in financial services.

Key Attributes

• Customer-first,

  risk-aware mindset

  .
• Ability to perform effectively under pressure in fast-paced environments.
• Strong

  analytical, troubleshooting, and problem-solving

  skills.
• High sense of

  ownership, accountability, and leadership maturity

  .