IT Service Desk Manager

About the role

We are seeking an experienced IT Service Desk Manager to lead and optimize global IT support operations within a dynamic, technology-driven organization. In this role, you will oversee a geographically distributed team of IT support professionals, ensuring high-quality service delivery and an exceptional employee experience.

What you'll do

• Lead, manage, and mentor a geographically distributed team of IT support professionals, fostering a collaborative, inclusive, and customer-focused culture
• Oversee global IT Service Desk operations, ensuring consistent service quality, operational efficiency, and an excellent end-user experience
• Develop, implement, and continuously improve service management processes to streamline incident management, service requests, and support delivery
• Monitor and manage key performance indicators (KPIs), including customer satisfaction (CSAT), time to resolution (TTR), service level agreements (SLAs)
• Ensure timely incident resolution and request fulfillment while maintaining agreed service levels and operational standards

What you need

• 6–11 years in it support & networking
• ITIL
• Hardware
• Troubleshooting
• Windows
• Six Sigma
• SOP writing
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Performance management

What you get