Service Manager

Position Overview

As our Managed Services Practice expands operations in India, we are seeking a dynamic and experienced Service Manager to oversee our overseas team. This leader will drive operational efficiency, extend support coverage for US-based clients, and ensure seamless collaboration between the India and US teams. The Service Manager will be pivotal in delivering exceptional service quality, optimizing processes, and fostering a culture of continuous improvement.

Key Responsibilities

• Lead and manage the India-based service desk/support teams, including Tier 1 and Tier 2 resources.
• Work towards expanding and growing India based Service Desk, NOC, SOC and other teams as needs and expectations continue to grow.
• Ensure remote support efficiency and compliance with service level agreements (SLAs) for US clients.
• Manage scheduling to guarantee full staffing during required coverage hours, including extended or overlapping support for US time zones.
• Monitor and report on team metrics, KPIs, and recommend staffing adjustments as needed.
• Review support processes, communications, and client feedback to identify training needs and areas for improvement.
• Develop and implement standard operating procedures, best practices, and service-level training to enhance service delivery and client satisfaction.
• Oversee escalation of complex issues and ensure timely resolution of technical problems.
• Collaborate with US-based Account Managers and leadership to ensure key account needs are met and maintain strong client relationships.
• Foster a culture of collaboration, accountability, and continuous improvement within the India team.
• Assist in resource/capacity analysis and participate in budgeting.
• Recruit, develop, and retain top talent with technical skills and customer service expertise.
• Stay current with the latest technologies and trends relevant to managed services and support operations.
• Ensure adherence to company policies, regulatory requirements, and safety initiatives.

Requirements

Education & Experience

• Bachelor's degree in Information Technology, Business Administration, or related field preferred.
• 5+ years of experience in service operations within an MSP environment.
• 2+ years in a team lead or relevant leadership role, preferably with experience managing remote or overseas teams.

Skills & Certifications

• Strong leadership and team management skills; ability to motivate and develop high-performing teams.
• Excellent communication and interpersonal skills for effective interaction with clients and internal stakeholders across geographies.
• Technical certifications are preferred.
• Strong analytical and problem-solving abilities to identify and address service delivery challenges.
• Experience with ConnectWise Manage PSA or similar service management platforms.
• Technical expertise in areas such as cloud computing, network infrastructure, security, and data management.
• Ability to work under pressure and manage multiple priorities.

Other Expectations

• Commitment to fostering a diverse, inclusive, and collaborative work environment.

#HBK