IT Service Desk Manager

3 days ago

Bengaluru, Karnataka, India Lighthouse Full time

About this Role

Lighthouse is seeking a highly skilled IT Service Desk Manager to join our Technology Solutions Group. As a key member of our team, you will be responsible for managing and running a 24x7 global IT Service Desk, leading a team of talented IT Service Desk engineers, and developing SLAs to monitor the status and progress of IT tasks and projects.

Responsibilities

  • Effectively manage and run a 24x7 global IT Service Desk.
  • Lead a team of IT Service Desk engineers, providing cultural, technical, and hands-on leadership.
  • Develop SLAs to measure team performance and provide feedback to team members.
  • Monitor the status and progress of IT tasks and projects in coordination with the IT Program Manager.
  • Develop metrics to measure team performance and provide status reports and progress reports to leadership.
  • Ability to quickly understand process improvement and apply it to existing processes and procedures.
  • Provide capacity, fault, and performance reporting to leadership.
  • Deliver presentations on tactical issues as well as strategic direction of IT.
  • Lead projects, including planning, coordination, implementation, and operational readiness.
  • Experience with all aspects of IT documentation, including KBs, PowerPoint, Visio, and Excel.
  • Review operational policies and procedures for operational efficiency and improvement.
  • Review ticket queue to track that issues are resolved in a timely manner or properly escalated.
  • Provide technical leadership in the design, implementation, and management of IT infrastructure.
  • Enhance and develop a culture of trust and commitment to impact how we run internal business systems and services.

Requirements

  • Bachelor's degree in Computer Science or related field or relevant job experience.
  • 10+ years of professional experience with large-scale IT infrastructure.
  • 5+ years of experience in IT processes, including ITIL Framework.
  • 3+ years of management experience in running an enterprise-class 24x7 global IT Service Desk.
  • Proven capability to manage day-to-day activity in a ticketing system.
  • Extensive experience operating in highly available, high-volume IT environments.
  • Working knowledge of security principles as related to infrastructure management.
  • Deep knowledge of storage technologies in a large-scale and high-performance infrastructure.
  • Good understanding of enterprise networking issues and strategies.
  • Deep knowledge of current server virtualization technologies.
  • Familiar with compliance, auditing, and IT security, including ISO 27001, PCI, SOX, and HIPAA.
  • Expert-level understanding of the Windows Server environment.
  • Experience in a DevOps working environment.
  • Strong analytical and problem-solving skills.
  • Strong technical leadership, leading by example, exhibiting patience and determination.
  • Good knowledge of DevOps principles, practices, and methodologies.
  • Ability to create structure and drive progress with an action-orientation/drive – must thrive in an ambiguous/dynamic environment.

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. Come as you are.

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.

  • IT Service Desk Manager

    2 weeks ago

    Bengaluru, Karnataka, India Lighthouse Full time

    Job Title: Manager, IT Service DeskLighthouse is a market disruptor in the eDiscovery space, quadrupling investment in product development over the past four years. We are looking for a passionate and self-motivated individual to join our Technology Solutions Group as a Manager, IT Service Desk.Job SummaryWe are seeking a customer-centric leader to execute...

  • IT Service Desk Manager

    2 weeks ago

    Bengaluru, Karnataka, India Lighthouse Full time

    About the RoleLighthouse is seeking a highly skilled IT Service Desk Manager to join our Technology Solutions Group. As a key member of our team, you will be responsible for managing and running a 24x7 global IT Service Desk, leading a team of talented IT Service Desk engineers, and developing SLAs to monitor the status and progress of IT tasks and...

  • IT Service Desk Manager

    2 weeks ago

    Bengaluru, Karnataka, India Lighthouse Full time

    Job Title: Manager, IT Service DeskLighthouse is a market leader in the eDiscovery space, and we're looking for a seasoned IT professional to join our Technology Solutions Group as a Manager, IT Service Desk.About the RoleWe're seeking a customer-centric leader with a proven track record of managing and running a highly efficient 24x7 IT Service Desk. The...

  • Service Desk Manager

    2 weeks ago

    Bengaluru, Karnataka, India Fluence Full time

    Job Title: Service Desk ManagerFluence is seeking an experienced Service Desk Manager to lead the day-to-day support functions globally and maintain and expand our support model for the Fluence workforce.Responsibilities:Develop and implement platform maintenance plans to ensure seamless support operations.Manage and lead a team of IT Support staff to...

  • Service Desk Operations Manager

    3 days ago

    Bengaluru, Karnataka, India Wipro Full time

    Job Summary We are seeking a highly skilled Service Desk Operations Manager to lead our team in providing exceptional customer service and support. As a key member of our Service Desk team, you will be responsible for managing the day-to-day operations, ensuring timely and effective issue resolution, and driving process improvements.Key Responsibilities •...

  • Service Desk Manager

    2 weeks ago

    Bengaluru, Karnataka, India Fluence Full time

    Job Title: Service Desk ManagerFluence is seeking an experienced Service Desk Manager to lead the day-to-day support functions globally and maintain and expand our support model for the Fluence workforce.Responsibilities:Develop and implement a comprehensive support strategy to ensure seamless IT services delivery.Manage the IT support team, providing...

  • Help Desk Support Specialist

    2 weeks ago

    Bengaluru, Karnataka, India IT Full time

    Job SummaryWe are seeking a skilled Help Desk Support professional with 3-4 years of experience in customer service or a help desk environment to join our IT support team at the Bangalore office.The ideal candidate will provide Tier 1 support, troubleshoot common IT problems, and ensure timely resolution of help desk escalations.Key ResponsibilitiesHandle...

  • IT Service Desk Manager

    1 week ago

    Bengaluru, Karnataka, India Lighthouse Full time

    About This RoleLighthouse is seeking a seasoned IT Service Desk Manager to lead our global team. As a key member of our Technology Solutions Group, you will be responsible for executing IT infrastructure strategies, implementing best practices, and collaborating with other departments to continuously optimize processes.Key ResponsibilitiesEffectively manage...

  • Service Desk Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India Zones Full time

    Job SummaryZones is seeking a highly skilled Service Desk Team Lead to join our team. As a Service Desk Team Lead, you will be responsible for managing, developing, and training the service desk team to ensure excellent customer service and technical support.Key ResponsibilitiesEffectively manage and develop the service desk team to ensure high-quality...

  • Service Desk Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India Zones Full time

    Job Title: Team Lead - Service DeskJob Summary:Zones is seeking a highly skilled and experienced Team Lead - Service Desk to join our team. As a Team Lead, you will be responsible for managing, developing, and training the service desk team to ensure exceptional customer service and support.Key Responsibilities:Manage and develop the service desk team to...

  • Service Desk Engineer

    5 days ago

    Bengaluru, Karnataka, India West Pharmaceutical Services Full time

    Job Title: Service Desk EngineerWest Pharmaceutical Services is seeking a skilled Service Desk Engineer to join our team. As a key member of our global service desk, you will provide professional IT support and service to our users worldwide. The service desk operates 24/7 with a rotating shift model, covering a range of services including application,...

  • IT Service Desk Associate

    2 weeks ago

    Bengaluru, Karnataka, India NTT Full time

    Job Title: Associate Specialist, IT Service DeskNTT DATA is seeking a highly skilled and motivated Associate Specialist to join our IT Service Desk team. As a key member of our team, you will be responsible for providing exceptional technical support to our clients, ensuring timely and efficient resolution of technical incidents and problems.Key...

  • Service Desk Specialist

    2 weeks ago

    Bengaluru, Karnataka, India arm limited Full time

    Job Title: Service Desk AdvisorJob Summary:Arm Limited is seeking a highly skilled Service Desk Advisor to join our team. As a Service Desk Advisor, you will be the first point of contact for all end-user tickets globally, handling inquiries and issues via multiple channels, including chat, phone, and Service Now portal.Key Responsibilities:Act as the first...

  • Service Desk Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Creencia Technologies Pvt Ltd Full time

    Job Title: Service Desk EngineerAt Creencia Technologies Pvt Ltd, we are seeking a highly skilled and experienced Service Desk Engineer to join our team. As a Service Desk Engineer, you will be responsible for providing high-quality technical support to our customers and ensuring that their issues are resolved in a timely and efficient manner.Key...

  • Front Desk and Guest Services Manager

    5 days ago

    Bengaluru, Karnataka, India Spandana Hospital Full time

    Responsibilities for Front Desk SupervisorDirect the front office team by hiring, training, and motivating staff members to excel in their rolesAnticipate and address guest requests, ensuring their needs are met within established guidelinesCollaborate with the management team to develop and manage the front office budget, prioritizing exceptional customer...

  • Service Desk Technical Specialist

    6 days ago

    Bengaluru, Karnataka, India Hi Tech Informatics Pvt Ltd Full time

    Job SummaryWe are seeking a highly skilled Service Desk Engineer to join our team at Hi Tech Informatics Pvt Ltd. The successful candidate will be responsible for providing exceptional technical support to our end-users, ensuring that IT infrastructure management is seamless and efficient.Key ResponsibilitiesProvide a single point of contact for IT...

  • Service Desk Engineer

    2 weeks ago

    Bengaluru, Karnataka, India Xpertsol Full time

    Job Title: Service Desk EngineerXpertsol is seeking a highly skilled Service Desk Engineer to join our team.Key Responsibilities:Provide technical support for Microsoft-related technologies, including Windows Server, Exchange, SQL, and SharePoint.Implement and support disaster recovery solutions to ensure business continuity.Offer technical services and...

  • Service Desk IT Manager

    2 days ago

    Bengaluru, Karnataka, India Fluence Full time

    About FluenceFluence is a global market leader in energy storage technology solutions and services. We combine the agility of a technology company with the expertise, vision, and financial backing of two well-established industry giants. Our goal is to create a more sustainable future by transforming the way we power our world.Job SummaryFluence is searching...

  • Customer-centric IT Service Desk Manager

    5 days ago

    Bengaluru, Karnataka, India Lighthouse Full time

    About the RoleLighthouse is seeking a seasoned IT professional to lead our global IT Service Desk. As a Manager, you will be responsible for executing IT infrastructure strategies, implementing best practices, and collaborating with other departments to continuously optimize processes.Key ResponsibilitiesEffectively manage and run a 24x7 global IT Service...

  • Service Desk Engineer

    2 weeks ago

    Bengaluru, Karnataka, India Creencia Technologies Pvt Ltd Full time

    Job Title: Service Desk EngineerJob Summary: We are seeking a highly skilled Service Desk Engineer to join our team at Creencia Technologies Pvt Ltd. The successful candidate will be responsible for providing technical support and assistance to our global customers.Key Responsibilities:Provide high-quality technical support and assistance to customers via...