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Service Desk Manager

Service Desk Manager

TechWise Digital

5 years

0 Lacs

india

Posted:6 days ago| Platform:

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Skills Required

service development escalation management triage analysis communication report drive servicenow jira zendesk automate security resolve documentation audits support itil reporting power metrics tracking data certifications automation orchestration tooling

Work Mode

Remote

Job Type

Full Time

Job Description

Role & Responsibilities

Lead and coach a remote team of service desk engineers and analysts—manage hiring, schedules, performance reviews, and career development to maintain high availability and morale.
Own incident, request, and escalation management: ensure timely ticket triage, SLA adherence, root-cause analysis, and clear communication to stakeholders.
Define, monitor, and report on SLAs/KPIs (MTTR, first-call resolution, backlog, customer satisfaction); drive action plans to close gaps.
Operate and optimize ticketing platform workflows (ServiceNow/JIRA/Zendesk): automate repetitive tasks, maintain knowledge base, and implement triage playbooks.
Partner with IT Ops, Security, and third-party vendors to resolve complex incidents, coordinate major incident responses, and ensure continuous improvement.
Develop and maintain operational documentation, runbooks, and service desk playbooks; lead periodic audits and process refinement initiatives.

Skills & Qualifications

Must-Have

5+ years in service desk or IT support management, including leading remote/distributed teams.
Practical experience with ITSM frameworks (ITIL v3/v4) and proven incident/problem/change management execution.
Hands-on with ticketing systems (ServiceNow, JIRA Service Desk, Zendesk or equivalent) and reporting tools (Power BI/Excel).
Strong metrics-driven mindset—experience tracking SLAs, MTTR, FCR and translating data into operational improvements.
Excellent written and verbal communication; customer-first orientation and stakeholder management skills.

Preferred

Certifications: ITIL Foundation (or higher), HDI, or equivalent service management qualifications.
Experience with automation/IT orchestration, remote support tooling, and managing vendor relationships in MSP or cloud environments.

Benefits & Culture Highlights

Remote-first hiring across India with flexible work policies and regular virtual team-building.
Opportunity to shape service delivery playbooks, adopt modern ITSM tooling, and grow into senior operations roles.
Supportive culture focused on measurable outcomes, continuous improvement, and professional development.

Skills: service desk,itil,support

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