IT Service Desk Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an IT Service Desk Manager based in India.

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. You will drive operational excellence by improving service management processes, monitoring performance metrics, and ensuring compliance with service level agreements (SLAs). Working closely with cross-functional teams and external service providers, you will contribute to strategic IT initiatives, resource optimization, and organizational transformation. You will also play a key role in developing team capabilities, strengthening support standards, and implementing innovative solutions that enhance productivity and security. This is an opportunity to make a meaningful impact in a global environment while building and leading a high-performing IT service team.

Accountabilities:

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), and support backlogs.
Ensure timely incident resolution and request fulfillment while maintaining agreed service levels and operational standards.
Drive strategic initiatives focused on process optimization, automation, productivity improvements, and digital transformation.
Contribute to IT budget planning and resource management, ensuring cost-effective allocation of resources and alignment with organizational objectives.
Collaborate with cross-functional stakeholders to identify opportunities to strengthen IT security, improve employee productivity, and accelerate business operations.
Establish and maintain global IT support standards, standard operating procedures (SOPs), and best practices to ensure consistent service delivery.
Lead organizational change initiatives, including planning, communication, stakeholder engagement, training, and successful implementation.
Manage relationships with third-party vendors and service providers, ensuring service quality, operational efficiency, and effective contract and performance management.
Oversee hardware and software asset management activities, identifying opportunities for cost savings, license optimization, inventory accuracy, and improved asset utilization.
Develop and implement employee training and professional development programs for the Service Desk team.
Conduct performance reviews, provide regular coaching, and establish clear career development paths to strengthen individual and team performance.
Make informed operational decisions, manage escalations, and take ownership of service delivery outcomes in high-pressure situations.
Requirements:
At least 6 years of experience in technical support and IT service management, including 3–4 years in a supervisory or management position.
Proven experience managing enterprise-level IT support operations in large, complex, and multinational environments.
Strong understanding of ITIL frameworks, IT Service Management (ITSM) principles, and Service Desk as a Service models.
Demonstrated ability to deliver exceptional internal and external customer support, with a customer-first mindset and a proactive, results-driven approach.
Extensive experience defining, monitoring, managing, and improving service performance KPIs, including CSAT, time to resolution, SLAs, and support backlogs.
Proven track record of leading organizational change initiatives, from initial planning through implementation, including stakeholder engagement, communication, and training strategies.
Experience managing third-party vendors and service providers, particularly in relation to hardware and software asset inventory, cost optimization, licensing, and operational efficiency.
Strong technical expertise in configuring, maintaining, and troubleshooting macOS and Windows 10 or later operating systems, as well as enterprise IT tools.
Proficiency in IT service management platforms and tools, with the ability to optimize workflows and improve support processes.
Solid understanding of IT asset management, service delivery governance, and enterprise support operations.
Strong leadership, coaching, and team development skills, with the ability to motivate and manage geographically dispersed teams.
Excellent written and verbal communication skills, with the ability to interact effectively with employees, technical teams, senior management, and external stakeholders.
Strong decision-making and problem-solving abilities, including the capacity to manage competing priorities, handle escalations, and take accountability for outcomes.
A degree in Information Technology or a related discipline, or equivalent professional experience.
Preferred Certifications:
ITIL 4 certification.
CompTIA IT Operations (ITOps).
HDI Support Center Manager (CHDM).
COBIT certification.
Project Management Professional (PMP).
Six Sigma certification.
Benefits:
Flexible Working Arrangements: Choose between working from home, an office, or a collaborative workspace, depending on your needs and team requirements.
Global Collaboration: Work alongside geographically distributed teams and contribute to international IT operations.
Professional Development: Gain opportunities to expand your technical expertise and develop your leadership capabilities.
Career Growth: Take ownership of strategic IT initiatives and contribute to the development of global service management operations.
Collaborative Environment: Participate in purposeful team collaboration, complex problem-solving, and key organizational projects.
Inclusive Workplace: Join a diverse and welcoming environment that values different perspectives and equal employment opportunities.
Meaningful Impact: Help improve employee experiences, strengthen IT operations, and support productivity across a global organization.