3 Days Left IT Service Desk Manager

1 day ago


Chennai, Tamil Nadu, India Hectae Analytics and Software Solutions Full time
About the Role:

We're seeking a skilled IT Service Desk Manager to lead Haass's IT Service Desk

function. This role will oversee IT Service Desk support quality, drive service excellence,

and support team performance across our Service Desk operations. You'll be responsible for

monitoring ticket quality, delivering actionable feedback, and partnering with leadership

across the business to improve support standards and customer satisfaction.

You will also provide guidance to a team of IT support staff while playing an active role in

coaching, mentoring, and operational oversight and process improvement.

Responsibilities:

• Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensure

optimal performance and professional growth.

• Service Management: Oversee daily service desk and IT operations, ensuring timely

and effective resolution of technical issues and requests.

• Customer Support: Act as the escalation point for complex technical issues,

incidents, and provide expert guidance and solutions.

• Process Improvement: Identify and implement improvements to service delivery and

operational efficiency to enhance service quality.

• Technical Expertise: Maintain up-to-date knowledge of company systems, assets and

SaaS ecosystem to effectively support the team and users.

• Reporting: Generate regular reports on service performance, customer feedback, and

team metrics.

• Collaboration: Work closely with cross-functional teams to ensure seamless service

integration and support.

• Schedule Management: Develop and manage the help desk team's schedules to

ensure adequate coverage and timely response to user requests. Coordinate shifts,

manage time-off requests, and balance workloads.

• Hiring Practices: Partner with HR to help hire, evaluate, and onboard candidates for

the Support Desk team — ensuring recruits have the right technical competency,

communication skills.

• Training & Development: Design and deliver training programs for new hires and

existing team members to enhance technical knowledge, customer service skills, and

compliance with ITSM best practices. Create SOPs, knowledge base articles, and

encourage continuous learning.

• API Integration: Coordinate with internal teams and vendors to manage, test, and

maintain API calls for integrations between service desk tools and enterprise

applications, ensuring seamless workflows and data accuracy.

Qualifications:

• 5+ years of relevant experience in a Help Desk, IT Support, or Service Desk

environment is mandatory.

• 3+ years of experience in a leadership role; global and multiple-location team

management experience preferred.

• Solid understanding of IT Service Desk operations, ticketing systems, and best

practices (ServiceNow experience is a plus).

• Understanding of the IT Service Management (ITSM) framework.

• Strong leadership and team management skills with proven ability to deliver

constructive feedback and guide performance improvement.

• Excellent analytical, organizational, and documentation skills.

• Strong communication, interpersonal, and written skills.

• Familiarity with tools, reporting dashboards, and knowledge base platforms

(SharePoint and Confluence are a plus).

• ITIL V4 certificate holder is a plus

About Hectae Analytics and Software Solutions (Haass.io):

At Haass, we enable organizations to streamline and modernize their IT operations by

designing, implementing, and supporting tailored software solutions. As a Platinum

Freshworks Partner, we specialize in end-to-end implementation and optimization of

Freshworks products, IT service management (ITSM), and IT operations management for

global enterprises. Our focus areas include IT Service Desk transformation, IT Asset

Management, CRM implementations, and automation of enterprise workflows. We pride

ourselves on being a fast-paced, execution-driven team that delivers tangible outcomes to

clients across industries.
  • Service Desk Manager

    3 weeks ago


    Chennai, Tamil Nadu, India Manning Consulting Full time

    Job DescriptionKey Responsibilities:- Lead and manage the Service Desk team to deliver excellent support services.- Oversee daily operations including incident management, ticket handling, and SLA adherence.- Ensure timely and effective resolution of technical issues and service requests.- Develop, mentor, and motivate team members to improve performance and...

  • It Service Desk

    4 weeks ago


    Chennai, Tamil Nadu, India Diverse Lynx Full time

    JOB ROLE Service Desk Engineer JOB LOCATION CHENNAI Experience Years 4 JD IT SERVICE DESK

  • Service Desk Expert

    4 weeks ago


    Chennai, Tamil Nadu, India Fujitsu Full time

    Job Description- Ownership of technical issues through to conclusion Good command over English- Assists both Service Desk Agents and Service Desk Trainees in the management of any issues through to conclusion- Works with the team in dealing with major incidents, owning, escalating and following through to conclusion- Monitors and Analyse performance of...

  • 3 Days Left Airport

    3 days ago


    Chennai, Tamil Nadu, India Millennium Global Service Full time

    You have the opportunity to join a leading Airlines in India Overseas as Cabin Crew Airport Ground Staff Air Ticketing and more We are conducting interviews for freshers interested in roles such as Ground Staff Ticketing CSA Cabin Crew Supervisor Air Hostess Flight Attendants Security Driving Loader and Helper If you have qualifications...

  • 3 Days Left Tdm- Lead

    3 weeks ago


    Chennai, Tamil Nadu, India Smartwork IT Services Full time

    Job Title TDM- LeadLocation Chennai KolkataExperience 5-12 YearsNotice Period Immediate or 30-45 DaysJob Summary As a TDM Test Data Management Lead you will be responsible for overseeing and managing the test data strategy for software testing projects Your role will include designing creating and maintaining test data to ensure that it meets the...


  • Chennai, Tamil Nadu, India Freshworks Full time

    Company Description Organizations everywhere struggle under the crushing costs and complexities of solutions that promise to simplify their lives To create a better experience for their customers and employees To help them grow Software is a choice that can make or break a business Create better or worse experiences Propel or throttle growth ...


  • Chennai, Tamil Nadu, India John Anthony & Co Full time

    About the internshipSelected intern s day-to-day responsibilities include 1 Perform form filings with MCA PAN and TIN FC 2 Prepare documents for filings 3 Manage accounting and tax filingEarn certifications in these skillsWho can applyOnly those candidates can apply who 1 are available for full time in-office internship2 can start the internship...


  • Chennai, Tamil Nadu, India Hitachi Full time

    Location Chennai Tamil Nadu India Job ID R0096823 Date Posted 2025-06-11 Company Name HITACHI ENERGY TECHNOLOGY SERVICES PRIVATE LIMITED Profession Job Category Engineering Science Job Schedule Full time Remote No The opportunity As a Systems Tendering Specialist for INOPC PG you will be part of Operation Center in India INOPCPG ...


  • Chennai, Tamil Nadu, India Eppendorf Full time

    Job DescriptionYour Challenges:- Should be able to select parameters in GeM to collect orders on L1 Direct basis.- Uploading, maintaining and removing Eppendorf Products and Services in the respective catalog on GeM.- Search for Bids and RAs for the relevant products and services.- Person should be able to manage Bids i.e. cases wherein our uploaded product...


  • Chennai, Tamil Nadu, India Nextgen Technologies Full time

    Job Description:Job Title: Telecaller - Tamil voice processJob Type: Full Time (9.30-6.30)Requirements:*0-5 years of Experience in Telecalling or Fresher.*Make outbound calls to potential clients to promote services.*Understand client requirements and provide Tailored solutions.*Maintain accurate records of calls and client interactions.*services to be...