Senior Manager, IT Helpdesk

About Zscaler

Zscaler accelerates digital transformation so our customers can be more agile efficient resilient and secure. Our cloud native Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users devices and applications in any location.

Here impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive honest debatewere focused on getting to the best ideas faster. We build high-performing teams that can make an impact quickly and with high quality. To do this we are building a culture of execution centered on customer obsession collaboration ownership and accountability.

We value high-impact high-accountability with a sense of urgency where youre enabled to do your best work and embrace your potential. If youre driven by purpose thrive on solving complex challenges and want to make a positive difference on a global scale we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Our Engineering team built the worlds largest cloud security platform from the ground up and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint the team has made us and our multitenant architecture todays cloud security leader with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects software engineers security experts and more who are enabling organizations worldwide to harness speed and agility with a cloud-first strategy.

We are seeking a dynamic Senior IT Service Desk Manager to lead our Mohali-based team in providing exceptional 24/7/365 IT support to employees across the globe. Reporting to the Director IT Operations you will be responsible for:

• Leading coaching and mentoring the Service Desk team to deliver round-the-clock IT support while promoting growth engagement and continuous learning
• Overseeing daily operations including ticket management escalations workload balancing and service prioritization to ensure optimal team performance
• Developing and refining Service Desk processes to improve scalability efficiency and overall service quality with a focus on automation and innovation
• Serving as a technical escalation point for complex issues and collaborating with IT teams to deliver unified solutions for organizational projects
• Communicating key performance metrics (KPIs/SLAs) and service outcomes to senior leadership aligning Service Desk strategy with broader organizational goals

What Were Looking for (Minimum Qualifications):

• 8 years of IT service operations experience with at least 5 years in a management role overseeing 24/7 global teams
• Advanced expertise in troubleshooting IT support tools and ticketing systems (e.g. ServiceNow)
• Proven ability to improve processes drive operational efficiency and implement innovative strategies for customer-first solutions
• Exceptional communication skills with the ability to engage across global teams articulate feedback clearly and inspire collaboration

What Will Make You Stand Out (Preferred Qualifications):

• Bachelors degree in Information Technology Computer Science or a related field
• ITIL Foundations certification or other relevant service management qualifications
• Demonstrated ability to work in fast-paced environments managing competing priorities effectively while maintaining high service standards

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At Zscaler we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages including:

By applying for this role you adhere to applicable laws regulations and Zscaler policies including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race color religion sex (including pregnancy or related medical conditions) age national origin sexual orientation gender identity or expression genetic information disability status protected veteran status or any other characteristic protected by federal state or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal state and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled have long term conditions mental health conditions or sincerely held religious beliefs or who are neurodivergent or require pregnancy-related support.