IT Service Desk Operations Manager

Job description: CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may choose to work from home in Mumbai; however, you will be required to travel to our Andheri East office at least 3 to 4 times a week for business requirements, meetings, or company/team events, or on short notice as needed. We are looking for an Operations Manager, IT Service Desk to lead and manage our team of IT Service Desk professionals, ensuring prompt and effective resolution of technical issues, and delivering exceptional customer service to internal and external stakeholders. Job responsibilities: - Oversee day-to-day operations of the IT Service Desk, including ticket assignment, resolution tracking, and escalation management to maintain operational efficiency. - Conduct daily ticket analysis and review by tracking, analyzing, and reporting ticket volumes, resolution trends, SLA adherence, and root causes; implement insights to enhance service quality and responsiveness. - Lead and manage a team of support engineers to ensure service requests and incidents are efficiently addressed within established SLAs. - Maintain comprehensive service logs, accurately updating the ticketing system and escalation matrix in real-time. - Demonstrate hands-on expertise with MDM platforms (WorkspaceOne, Microsoft Intune), performing L2/L3 support for device enrollment, policy deployment, compliance configuration, security enforcement, and troubleshooting complex device or application issues. - Utilize a variety of tools including service desk software, remote support solutions, asset management platforms, end-user support applications, and reporting systems to coordinate essential support activities. - Drive the creation, maintenance, and periodic update of SOPs and knowledge materials to meet quality standards and operational excellence. - Lead and manage all training initiatives for the team, including onboarding, targeted floor training, and refresher programs, ensuring consistent technical growth. - Prepare and deliver detailed MIS reports / presentations highlighting service desk performance metrics and training impact for management review. - Mentor, coach, and guide a team of trainers to uphold high training standards, consistency, and efficacy across functions. - Manage internal training projects and coordinate ad-hoc learning sessions to address urgent knowledge gaps and ongoing requirements. #LI-Hybrid Qualifications and prerequisites: - Graduates from any field are welcome to apply. Preference would be given to graduates with BCA, B.Tech/B.E. in Computers. - Minimum 7 years’ relevant experience, with at least 4 years in service desk management, including extensive exposure to ticketing tools, engineer supervision, MIS reporting, and escalation procedures. - Proven experience in team management, with track record of ticket analysis, SLA reporting, trend identification, and continuous service improvement. - Advanced hands-on knowledge of MDM platforms (WorkspaceOne, Microsoft Intune) for L2/L3 activities, covering device configuration, compliance, troubleshooting, and security operations. - Experience managing large-scale service desk ramp-ups across different geographic regions, displaying adaptability and coordination. - Familiarity with ITIL framework; certification or formal training is a plus for process maturity and compliance. - Exceptional written and verbal communication, robust technical acumen, and strong time management and multitasking capabilities. - Self-motivated approach with ability to handle multiple concurrent tasks and deliver results independently. - Solid understanding of training methodologies and global benchmarks for assessing training effectiveness and impact. - Excellent interpersonal skills, strong problem-solving orientation, and proven people management abilities across diverse teams. Application process: Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, you will have two technical rounds followed by the HR round with the HR Business Partner. Equal Opportunity Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic. Accelerating from Anywhere As a remote-first organization, these are essential attributes we look for in all our candidates. - Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently. - Documenting work that brings everyone on the same page. - Maturity to choose between synchronous and asynchronous collaboration. - Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status. About Us: Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.