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