Senior Manager, IT Helpdesk

About Zscaler

Zscaler is a pioneer and global leader in zero trust security. The worlds largest businesses critical infrastructure organizations and government agencies rely on Zscaler to secure users branches applications data & devices and to accelerate digital transformation initiatives. Distributed across more than 160 data centers globally the Zscaler Zero Trust Exchange platform combined with advanced AI combats billions of cyber threats and policy violations every day and unlocks productivity gains for modern enterprises by reducing costs and complexity.

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 champion an AI Forward People First philosophy to help us accelerate and innovate empowering our people to embrace their 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 to help shape the future of cybersecurity.

Role

We are looking for a Senior IT Service Desk Manager based in Mohali reporting to the Director IT Operations within the IT Operations department. You will lead our Mohali-based team in providing exceptional 24/7/365 IT support to employees across the globe driving operational excellence within the worlds largest cloud security platform.

What youll do (Role Expectations)

• Lead coach and mentor the Service Desk team to deliver round-the-clock IT support while promoting growth engagement and continuous learning

• Oversee daily operations including ticket management escalations workload balancing and service prioritization to ensure optimal team performance

• Develop and refine Service Desk processes to improve scalability efficiency and overall service quality with a focus on automation and innovation

• Serve as a technical escalation point for complex issues and collaborate with IT teams to deliver unified solutions for organizational projects

• Communicate key performance metrics (KPIs/SLAs) and service outcomes to senior leadership aligning Service Desk strategy with broader organizational goals

Who You Are (Success Profile)

• You thrive in ambiguity. Youre comfortable building the path as you walk it. You thrive in a dynamic environment seeing ambiguity not as a hindrance but as the raw material to build something meaningful.

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution knowing that solving the hard problems delivers the biggest impact.

• You are a high-trust collaborator. You are ambitious for the team not just yourself. You embrace our challenge culture by giving and receiving ongoing feedbackknowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

• You are a learner. You have a true growth mindset and are obsessed with your own development actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

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 such as 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

#LI-Hybrid #LI-NT1

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.