Manager, IT Service Desk

About Blackhawk Network:

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview:

The Service Desk Manager will lead the IT Service Desk team in Bengaluru, ensuring timely and high-quality end-user support across the organization. This role oversees daily operations, manages vendor relationships, coordinates with global and regional teams, and ensures adherence to IT service standards. The Service Desk Manager will also be responsible for people management, procurement, compliance, and continuous improvement initiatives, while maintaining a strong technical foundation to guide and support the team.

Responsibilities:

Service Desk Operations

- Lead daily operations of the IT Service Desk, ensuring efficient incident, request, and escalation handling via ServiceNow.
- Manage scheduling and shift rotations to provide coverage for global service desk support requirements, including after-hours and follow-the-sun support.

Team Leadership & Development

- Manage, mentor, and develop a team of Service Desk technicians; foster an inclusive, collaborative, and customer-focused culture.
- Promote career development, recognition, and employee engagement to retain and grow talent.

Vendor & Stakeholder Management

- Manage vendor contracts, service agreements, and escalations to ensure quality and cost-effective service delivery.
- Liaise with infrastructure, security, application, and business teams to represent Service Desk requirements and drive cross-team collaboration.

Procurement & Asset Management

- Oversee IT hardware and software procurement processes.Manage IT asset lifecycle in alignment with organizational standards.
- Ensure cost optimization, budget adherence, and timely delivery of end-user technologies.

Compliance, Security & Audit Readiness

- Ensure adherence to IT security policies, data privacy regulations, and compliance requirements.
- Support internal and external audits, maintaining accurate records of assets, processes, and controls.

Metrics, Reporting & Continuous Improvement

- Define and monitor KPIs, SLAs, and customer satisfaction metrics.
- Produce regular reports and dashboards for leadership, analyzing trends and recommending improvements.
- Implement ITIL-aligned best practices and drive process automation and efficiency.

Project & Change Participation

- Represent Service Desk in IT initiatives, upgrades, and transformation projects, ensuring support readiness and minimal user disruption.
- Stay current with evolving end-user technologies, cloud platforms, and automation tools to enhance Service Desk capabilities.

Qualifications:

Required Competencies

- Leadership & People Management: Proven experience leading diverse technical teams; skilled in coaching, mentoring, and building high-performance culture.
- Vendor & Stakeholder Management: Strong ability to manage vendor relationships, negotiate contracts, and liaise with business leaders.
- Problem-Solving & Decision Making: Analytical thinker with ability to troubleshoot, prioritize, and resolve complex issues.
- Communication & Collaboration: Strong verbal and written communication skills; able to represent IT effectively to technical and non-technical stakeholders.
- Procurement & Budgeting: Knowledge of IT procurement, financial accountability, and cost optimization strategies.
- Compliance Orientation: Understanding of IT security, audit processes, and regulatory requirements.

Technical Skills

- Active Directory (AD): User account, group, and policy management.
- SCCM: Software deployment, patch management, and endpoint compliance.
- JAMF: Apple device management and administration.
- Windows 11: Advanced knowledge of configuration, troubleshooting, and support.
- ServiceNow: Strong working knowledge of incidents, request, change, and asset management modules.

Qualifications & Experience

- Bachelor’s degree in information technology, Computer Science, or related field.
- 7+ years of IT support experience, with at least 3+ years in a leadership or managerial capacity.
- Experience working in a global IT environment with distributed teams preferred.
- ITIL Foundation certification (or higher) strongly desirable.