Service Desk Manager
7 days ago
Job Title: Senior Service Desk Manager Location: Noida (Onsite) Experience: 10+ Years Employment Type: Full-Time Role Overview We are seeking an experienced Senior Service Desk Manager to lead and transform our IT Service Desk and Operations function. The ideal candidate will bring strong leadership experience, deep understanding of ITIL best practices, and hands-on expertise with ITSM tools while supporting mission-critical, customer-facing financial systems . This role requires exceptional incident management skills, stakeholder communication, and the ability to operate effectively in high-pressure environments. Key Responsibilities Service Desk Leadership & Operations Lead and manage the Service Desk team, ensuring 24x7 operational excellence and adherence to SLAs and OLAs. Drive continuous improvement of service desk processes aligned with ITIL v4 best practices. Define and monitor KPIs, CSAT, MTTR, first-call resolution, and service quality metrics. Mentor, coach, and develop team members to build a high-performing, customer-focused service desk. Incident & Crisis Management Own major incident management for mission-critical and customer-facing systems. Act as the primary escalation point during high-severity incidents and outages. Lead root cause analysis (RCA) and ensure corrective and preventive actions are implemented. Coordinate with engineering, infrastructure, security, and vendor teams during crisis situations. ITSM & Tooling Oversee configuration, optimization, and usage of ITSM tools such as ServiceNow, Jira Service Management, or Remedy. Ensure accurate incident, problem, change, and knowledge management processes. Drive automation and self-service initiatives to improve efficiency and reduce operational overhead. Stakeholder & Business Management Serve as a key interface between IT operations, business stakeholders, and senior leadership. Communicate incident status, risk impact, and resolution timelines clearly and effectively. Ensure service delivery aligns with business objectives, especially in financial and customer-facing environments . Compliance, Risk & Governance Ensure service desk operations adhere to relevant security, compliance, and regulatory standards . Support audits, risk assessments, and compliance requirements for financial services platforms. Maintain a risk-aware, customer-first operational culture. Must Have Skills & Qualifications 10+ years of overall IT experience , with 5+ years in Service Desk or IT Operations leadership roles. Strong working knowledge of ITIL frameworks (ITIL v4 preferred) . Hands-on experience with ITSM tools : ServiceNow, Jira Service Management, Remedy, or equivalent. Proven experience supporting mission-critical, customer-facing financial systems . Excellent incident management, escalation handling, and crisis management skills. Strong stakeholder management and communication abilities. Good to Have Skills Experience in FinTech, BFSI, or high-availability digital platforms . Working knowledge of cloud environments (AWS, Azure, or GCP). Exposure to DevOps, SRE, or automation-driven IT operations . Familiarity with security, compliance, and regulatory standards in financial services. Key Attributes Customer-first, risk-aware mindset . Ability to perform effectively under pressure in fast-paced environments. Strong analytical, troubleshooting, and problem-solving skills. High sense of ownership, accountability, and leadership maturity .
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Service Desk Manager
13 hours ago
uttar pradesh, India COZZERA INTERNATIONAL LLP Full timeJob Title: Senior Service Desk ManagerLocation: Noida (Onsite)Experience: 10+ YearsEmployment Type: Full-TimeRole OverviewWe are seeking an experienced Senior Service Desk Manager to lead and transform our IT Service Desk and Operations function. The ideal candidate will bring strong leadership experience, deep understanding of ITIL best practices, and...
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Service Desk Manager
3 days ago
uttar pradesh, India Nomiso Full timeService Desk Manager About NomiSo India : Nomiso is a product and services engineering company. We are a team of Software Engineers, Architects, Managers, and Cloud Experts with expertise in Technology and Delivery Management. Our mission is to Empower and Enhance the lives of our customers through simple solutions for their complex business problems. At...
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Service Desk Manager
14 hours ago
uttar pradesh, India Nomiso Full timeService Desk ManagerAbout NomiSo India: Nomiso is a product and services engineering company. We are a team of Software Engineers, Architects, Managers, and Cloud Experts with expertise in Technology and Delivery Management. Our mission is to Empower and Enhance the lives of our customers through simple solutions for their complex business problems. At...
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Service Desk Manager
1 week ago
Noida, Uttar Pradesh, India, Ghaziabad COZZERA INTERNATIONAL LLP Full timeJob Title: Senior Service Desk ManagerLocation: Noida (Onsite)Experience: 10+ YearsEmployment Type: Full-TimeRole OverviewWe are seeking an experienced Senior Service Desk Manager to lead and transform our IT Service Desk and Operations function. The ideal candidate will bring strong leadership experience, deep understanding of ITIL best practices, and...
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Service Desk Manager
5 days ago
Noida, Uttar Pradesh, India, Ghaziabad Nomiso Full timeService Desk ManagerAbout NomiSo India: Nomiso is a product and services engineering company. We are a team of Software Engineers, Architects, Managers, and Cloud Experts with expertise in Technology and Delivery Management. Our mission is to Empower and Enhance the lives of our customers through simple solutions for their complex business problems. At...
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Service Desk- Quality Manager
3 days ago
uttar pradesh, India Tech Mahindra Full timeExperience-10-16yrs Location- Noida Proven experience leading and managing a service desk or technical support team, typically 5+ years. Experience managing teams across multiple shifts or remote locations is often preferred ITIL Foundation certification, demonstrating a foundational understanding of IT Service Management principles ·Ability to interpret...
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Service Desk Executive
2 weeks ago
Noida, Uttar Pradesh, India Appz Global Tech Pvt.Ltd. Full time**Job Title**: Service Desk Executive **Location**: Noida **Open Positions**: 30 **Experience**: 1 - 3 Years **CTC**: Up to ₹5.5 LPA (All-inclusive) **Notice Period**: Immediate to 30 Days **Job Summary**: We are seeking experienced and technically proficient **Service Desk Executives** to join our IT support team in Noida. This role involves handling...
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Service Desk Executive
3 days ago
Noida, Uttar Pradesh, India CIS Worldwide Ltd Full timeService Desk - Job requirements Prefer graduates in IT field with call taking experience. Acknowledging the tickets within 20 minutes of receipt Assigning the tickets and follow up with the Engineer / Vendor within 2 hours of acknowledgement of tickets and getting the ETA. Updating the client on the progress of the tickets without escalation Processes,...
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Service Desk Executive
5 days ago
Noida, Uttar Pradesh, India Thoughtsol Infotech Pvt. Ltd. Full timeDesignation: - Service Desk Executive Location: - Noida (Hybrid) Preferred Qualification: - BCA Key Responsibilities: 1. Issue Logging & Tracking - Use ticketing systems to record and monitor incidents. 2. Escalation Management - Forward complex problems to higher-level support teams. 3. Knowledge Base Maintenance - Create and update help articles and...
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Service Desk- Quality Manager
2 weeks ago
Noida, Uttar Pradesh, India, Ghaziabad Tech Mahindra Full timeExperience-10-16yrsLocation- NoidaProven experience leading and managing a service desk or technical support team, typically 5+ years.Experience managing teams across multiple shifts or remote locations is often preferredITIL Foundation certification, demonstrating a foundational understanding of IT Service Management principles·Ability to interpret data,...
