Service Desk Manager

Role:

Experience:

Location:

Role Overview

Service Desk Manager

Key Responsibilities

• Provide L1/L2 IT support for Windows, Mac OS, and enterprise applications.
• Manage incidents, service requests, and escalations using ITSM tools.
• Ensure adherence to ITIL processes (Incident, Request, Problem Management).
• Troubleshoot hardware, software, network, and access-related issues.
• Maintain accurate documentation, SOPs, and knowledge base articles.
• Coordinate with infrastructure, security, and application teams.
• Monitor SLAs, service performance, and customer satisfaction metrics.
• Support users in a shift-based / 24x7 support environment.
• Drive continuous improvement in service desk operations.

Must-Have Skills

• 2–5 years of experience in IT Service Desk / Technical Support roles.
• Strong knowledge of Windows & Mac OS.
• Basic networking knowledge (DNS, VPN, LAN/WAN).
• Hands-on experience with ITSM tools:
• ServiceNow
• Jira Service Management
• Remedy
• Good troubleshooting and analytical skills.
• Excellent verbal and written communication skills.

Good-to-Have Skills

• Experience in

  FinTech / BFSI / regulated environments

  .
• Exposure to

  AWS / Azure / GCP

  .
• Knowledge of

  Active Directory, VPNs, Access Management

  .
• ITIL Foundation certification.

Key Attributes

• Customer-first, service-oriented mindset.
• Ability to work under pressure and manage multiple issues.
• Strong documentation and attention to detail.
• Comfortable working in shifts, including 24x7 environments.