Service Desk Manager

1 day ago


Hyderabad, India Talent Corner HR Services Pvt Ltd Full time

Summary

As the Service Manager - Service Desk, you will act as the key technical contact for all Service Desk escalations and support delivery. You will be aligned with the client's Technology Infrastructure team - bringing values of excellence, accountability, and service-first thinking to the forefront.

Key Responsibilities

Serve as the subject matter expert and escalation point for all remote IT support activities involving Network, Audio-Visual (AV), Print services, and Telephony infrastructure.

Manage the lifecycle of service requests within SLA parameters, including documentation, tracking, escalation, and status updates.

Provide Tier 2 escalation support for Remote Building Technology issues.

Troubleshoot and resolve network issues (e.g. VLAN, SSID, IP allocation), AV hardware/software, and enterprise print systems like Everyone Print.

Collaborate closely with internal and external support teams to escalate issues as required, ensuring resolution within OLA/SLA timelines.

Support onboarding and integration of vendor teams to ensure a seamless support experience for end users.

Contribute to client-aligned IT projects and ensure successful execution as per scope and training.

Create, update, and maintain knowledge base articles, SOPs, and process documentation.

Who We're Looking For

Minimum of 3 years' experience in Service Desk or IT support leadership or equivalent, ideally in a global/multi-location environment.

Bachelor's degree in information technology, Computer Science, or related field.

Strong interpersonal, communication, and stakeholder management skills.

Comfortable working in dynamic, evolving environments with a proactive and analytical mindset.

Knowledge of ITIL processes and a commitment to high-quality service delivery.

Flexibility to work outside regular hours during planned maintenance, outages, or escalated incidents including weekends and holidays.

Preferred Experience and Certifications

Hands-on experience with network technologies and wireless vendors such as Cisco, Ruckus, or Mist.

Familiarity with network monitoring tools like Zabbix, SolarWinds, or LogicMonitor.

Exposure to automation tools and scripting is a plus.

Certifications preferred:

JunOS, Cisco IOS, or Ruckus product proficiency

ITIL Foundation v3 or v4

Valid Network Fundamentals certificate

Working knowledge of Salesforce and Jira



  • Hyderabad, Telangana, India IntouchCX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About the JobThe Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require.The role is a combination of general management, service operations, and special projects. The Service Desk...


  • Hyderabad, India IntouchCX Full time

    About the Job The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require. The role is a combination of general management, service operations, and special projects. The Service Desk...

  • Service Desk Manager

    2 weeks ago


    Hyderabad, Telangana, India Talent Corner Hr Services Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    The Team Manager position is responsible for leading the employees on the Service Desk team in support of Client engagements. The Team Manager is responsible for supervising employees and ensuring employees follow processes and procedures,


  • Hyderabad, India Talent Corner Hr Services Full time

    The Team Manager position is responsible for leading the employees on the Service Desk team in support of Client engagements. The Team Manager is responsible for supervising employees and ensuring employees follow processes and procedures,

  • Service Desk Manager

    2 weeks ago


    Hyderabad, Telangana, India Talent Corner HR Services Pvt Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    SummaryAs the Service Manager - Service Desk, you will act as the key technical contact for all Service Desk escalations and support delivery. You will be aligned with the client's Technology Infrastructure team - bringing values of excellence, accountability, and service-first thinking to the forefront.Key ResponsibilitiesServe as the subject matter expert...


  • Bengaluru, Chennai, Hyderabad, India Advent Global Solutions Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    Service Desk Management, Service Desk Voice SupportGood to have skills : NAMinimum 5 year(s) of experience is requiredEducational Qualification : 15 years full time educationSummary: As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve utilizing your exceptional...


  • Hyderabad, Telangana, India IntouchCX Full time US$ 90,000 - US$ 1,20,000 per year

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...


  • Hyderabad, Telangana, India IntouchCX Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    About the JobThe Assistant Manager, Global Service Desk (GSD) is a critical role at IntouchCX and is responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is a combination of general management, service operations and special projects.This person will wear...


  • Hyderabad, India IntouchCX Full time

    About the Job The Assistant Manager, Global Service Desk (GSD) is a critical role at IntouchCX and is responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is a combination of general management, service operations and special projects. This person will...


  • Hyderabad, Telangana, India Imaging Endpoints Full time US$ 90,000 - US$ 1,20,000 per year

    SUMMARYImaging Endpoints (IE) is an Imaging Technology and Imaging Clinical Research Organization (iCRO). We are passionately focused on our vision to Connect Imaging to the CureTM. Everything we do is aligned with this singular purpose. We work every day excited to advance imaging science, technology, and services to bring curative technologies to...