IT Service Desk Head

2 weeks ago

Cochin, Kerala, India Litmus7 Full time

We are looking for professionals with solid experience in setting up and running IT Help Desk and Desktop Support operations aligned with IT Service Management (ITSM) and ITIL processes. The ideal candidate will have experience establishing support processes from the ground up , and working in a global, multi-language technical Help Desk environment .

Key Responsibilities & Required Skills:

Experience : 15 + years

  • Proven experience in building and implementing Help Desk and Desktop Support processes from scratch (in multiple geographies) , including tool selection, finance management, SOP documentation, escalation workflows, and performance metrics.
  • Strong understanding and hands-on application of ITIL best practices and ITSM frameworks .
  • Ability to support and manage multi-channel service requests , including:
  • Voice support
  • Live chat
  • Tickets via service desk tools
  • Email-based queries
  • Experience in providing end-user desktop support for hardware, software, OS, and peripheral troubleshooting across Windows/macOS environments.
  • Familiarity with tools such as ServiceNow, Jira Service Management, Freshservice , or similar ITSM platforms.
  • Track record of driving operational efficiency through:
  • Self-service enablement (e.g., user knowledge bases, FAQs)
  • Automation initiatives (e.g., auto ticket routing, password reset bots)
  • Ability to support a global workforce across multiple time zones and languages.
  • Excellent interpersonal, communication, and customer service skills.
  • Experience working in cross-functional teams to implement improvements, conduct root cause analysis, and reduce incident volumes.

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