IT Service Desk Manager
IT Service Desk Manager
Posted on :
26-08-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
WE RE HIRING FOR AN IT SERVICE DESK MANAGER AT INDIA!
Excis is a global IT support leader globally driven by innovation and collaboration. Were looking for an IT Service Desk Manager to serve in a crucial frontline role responsible for coordinating the successful delivery of IT field services to our internal IT team. This is a strategic leadership role that requires a big-picture thinker with a hands-on approach. You will oversee global service desk operations manage regional teams uphold SLAs and drive continuous improvement in support delivery. You ll play a pivotal role in shaping the user support experience across our global customer base.
You ll be responsible for ensuring smooth coordination high service quality proactive communication and effective incident and request management.
What Youll Do:
- Lead and manage regional service desk teams (Americas EMEA APAC) to deliver high-performing 24/7 global support ensuring SLA compliance first-response metrics and ticket management.
- Drive service excellence through consistent processes training performance management service reviews and collaboration with regional leads on capacity RAG status coaching and improvement plans.
- Monitor and improve call quality ticket handling escalation management and engineer dispatch coordination to enhance customer satisfaction.
- Analyze trends and recurring issues to implement preventative solutions while acting as a liaison between service desk operations customers and internal stakeholders.
- Develop KPIs and performance dashboards for leadership and lead incident response to support business continuity during critical situations.
What You Need:
- ITIL v4 Expert Certification: Demonstrates a strong foundation in ITIL best practices focusing on flexibility and integration with Agile DevOps and other modern IT methodologies.
- ITIL Managing Professional Level: Reflects advanced expertise in service lifecycle management essential for seamless global service desk operations.
- Proven experience managing shift-based teams across multiple time zones to ensure consistent 24/7 support coverage.
- Hands-on proficiency with service desk tools and ticketing systems such as ManageEngine ServiceNow and Zendesk along with performance dashboard management.
- Excellent skills in communication escalation handling customer service driving change leading by example and fostering a culture of accountability and operational excellence.
Why Join us
At Excis your work matters. You ll be part of a dynamic hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth continuous learning and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.
Ready to make a difference and grow your career Apply now to join Excis in India and be at the forefront of IT Service Management!
General Duties; Respond to and resolve technical issues in a timely manner as per SLA. Perform installations, moves, adds, changes, and decommissions (IMACD) of IT equipment. Maintain accurate and up-to-date documentation of all work performed. Confidence and presence to deal with Senior Exec/Management (VIP level support). Collaborate with remote IT teams to resolve complex issues. Adhere to safety protocols and security procedures as per SOP and guidelines. Comfortable working at heights and in confined spaces.
Education
Bachelors
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
