IT Service Desk Manager

2 weeks ago

Bengaluru, Karnataka, India Lighthouse Full time

Job Summary

Lighthouse is seeking an experienced IT Service Desk Manager to lead our global, 24/7 IT Service Desk. The ideal candidate will have a proven track record in managing and running a highly efficient IT Service Desk, with a strong focus on delivering exceptional customer service and driving process improvements.

About the Role

  • Manage and run a 24/7 global IT Service Desk, ensuring timely and effective resolution of IT issues.
  • Lead a team of IT Service Desk engineers, providing cultural, technical, and hands-on leadership to drive high performance and employee engagement.
  • Develop and implement IT Service Management (ITSM) strategies, processes, and procedures to align with business objectives.
  • Collaborate with cross-functional teams, including IT Program Manager, to ensure seamless IT service delivery and continuous process improvement.
  • Provide regular status updates, progress reports, and metrics to measure team performance and drive business value.

Requirements

  • 10+ years of professional experience in managing large-scale IT infrastructure, with a focus on IT Service Management.
  • 5+ years of experience in IT processes, including ITIL Framework.
  • 3+ years of management experience in running an enterprise-class, 24/7 global IT Service Desk.
  • Proven ability to manage day-to-day activities in a ticketing system, with strong analytical and problem-solving skills.
  • Experience in a DevOps working environment, with knowledge of current server virtualization technologies.
  • Strong technical leadership, with the ability to create structure and drive progress in an ambiguous and dynamic environment.

Working Environment

  • Duties are performed in a typical office environment while at a desk or computer table.
  • Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
  • Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

About Lighthouse

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves.

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine. This position will work for and be employed by Lighthouse's India subsidiary, which is an independent company located in India.

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