IT Service Desk Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Lead, guide, and mentor an IT support team that is geographically dispersed.

• Cultivate a collaborative and inclusive team environment to ensure a uniform end-user experience.

• Achieve operational excellence through strategic initiatives, process enhancements, and efficiency improvements.

• Design and implement effective IT Service Desk processes.

• Track KPIs to facilitate continuous improvement.

• Ensure prompt incident resolution and request fulfillment in accordance with SLAs.

• Assist in strategic IT budget management and resource optimization.

• Engage in strategic planning and align with organizational objectives.

• Collaborate with cross-functional teams to enhance security, productivity, and execution.

• Manage IT Service Desk workflows and projects.

• Propel global standards, standard operating procedures, user experience improvements, and digital transformation initiatives.

• Oversee employee development programs, performance evaluations, coaching, and career progression for the Service Desk team.

⛳️ Requirements

• At least 6 years of experience in technical support and service management.

• A minimum of 3–4 years in a supervisory capacity.

• Experience managing enterprise support in a large, complex environment.

• Familiarity with web-based services and technologies.

• Understanding of the ITIL framework and Service Desk as a Service.

• Proven capability to make informed decisions under pressure, take calculated risks, and be accountable for outcomes.

• Experience in defining, managing, and surpassing support KPIs and metrics such as CSAT, TTR, SLAs, and backlogs.

• Background in leading comprehensive organizational change initiatives.

• Experience in overseeing third-party vendors and service providers.

• Excellent oral and written communication skills.

• A degree or equivalent experience, preferably in Information Technology.

• Extensive experience in configuring and troubleshooting Mac OS, Windows 10 and higher, and various IT tools.

• Proficiency in service management tools.

• Relevant technical or leadership certifications such as ITIL 4, CompTIA ITOps, HDAA CHDM, COBIT, PMP, or Six Sigma.

🏝️ Benefits

• Flexibility to work from home, an office, or a collaborative space.

• Opportunities for collaboration within a globally distributed team.

• Professional growth and career development initiatives.

• Employee development programs, coaching, performance evaluations, and clearly defined career paths.

• Reasonable accommodations available upon request.