Track Manager - Incident Management, ServiceNow

About the role

Service Desk Manager to lead the delivery of IT support services for a large healthcare client. The role is responsible for managing Service Desk operations, ensuring SLA compliance, driving service excellence, improving customer satisfaction, and leading a high-performing team supporting healthcare users, clinicians, and administrative staff.

What you'll do

• Service Desk Manager to lead the delivery of IT support services for a large healthcare client
• The role is responsible for managing Service Desk operations, ensuring SLA compliance, driving service excellence, improving customer satisfaction
• Manage end-to-end Service Desk operations supporting healthcare users and business-critical applications
• Ensure compliance with agreed Service Levels (SLAs), KPIs, and contractual obligations
• Monitor ticket queues and resolution performance across incidents, service requests, and escalations

What you need

• 8–12 yrs of experience
• ServiceNow
• ITIL
• Root cause analysis
• Data privacy
• B.Tech or B.E. or B.Sc or BCA