Manager, Service Desk

Job Title:Manager, Service DeskJob Status:Full-timeDepartment/Group:Service DeskEmployee Type:PermanentReports to:Director of Data & AIWork Schedule:Monday to Friday, Night shift (7:30 PM to 4:30 AM IST)Positions Supervised:Service Desk SpecialistsJob DescriptionPosition Summary:As our Service Desk Manager, your mission is to lead a high-performing team that delivers world-class support to our clients. You will be responsible for managing a responsive, process-driven service desk that resolves issues efficiently and builds lasting client trust and satisfaction.You will design and execute the reactive support strategy for each client, ensuring technical issues are resolved quickly while coaching your team to deliver consistent, high-quality service. You will also identify opportunities to reduce ticket volume and improve client environments over time.As the escalation point for complex issues, you will support your team in managing challenges and ensure smooth handoffs to senior specialists when needed. Meeting and exceeding SLA commitments will be key to your success.This role is not just about managing tickets but shaping the client experience through leadership, empathy, and strategic thinking.Key Performance IndicatorsReactive Backlog: Less than 30 ticketsService Desk Team CSAT Score: Greater than 95%Reactive Escalations Closed by Service Desk: 5Initial Response Time: Less than 30 minutesAverage Resolution Time: Less than 30 minutesEssence of the RoleSet and manage client expectations.Champion and develop the reactive ticket process.Manage client impressions and satisfaction.Identify recurring issues and provide effective solutions.Implement the right solution the first time.Guide team members on complex escalations.Impact Areas:Improved client satisfaction and reduced churnReduced reactive hours per user per monthReduced ticket volume and riskIncreased productivity and company profitabilityTeam development and engagementEnhanced job satisfaction and workplace cultureAccountabilitiesLeadership, accountability, and management of the Service Desk teamExecution of the Service Desk processManagement of incoming support queues (portal, phone, email)Client communication and follow-upProactive monitoring and remediationAchievement of team KPIsTicket scheduling and managementRoles and Responsibilities1. Promote corporate culture and core values.2. Ticket Triaging:Accurately capture and document user requests in PSA AutoTaskEnsure ticket summary reflects the actual issueAssign correct type, subtype, and user for ticketsDetermine priority and adjust schedule as needed3. Manage Client Expectations:Set reasonable follow-up times based on workloadCommunicate next steps effectively to clients4. Ensure Client Satisfaction:Respond to calls and emails within KPI timelinesMonitor ticket progress and assign resources effectively5. Implementation:Use Datto RMM to proactively identify and resolve issuesDocument resolutions clearlyCreate SOPs in ITGlue to improve efficiency and reduce RHUMRecord all network infrastructure changes related to ticketsComplete end-of-day checklist6. Leadership:Monitor ticket trends and team productivityManage escalations with support from Senior Service Desk SpecialistDevelop and mentor team membersCreate personal development plans aligned with company goals7. Others:Attend required service meetingsLog time, expenses, and submit weekly timesheetsComplete assigned quarterly goals and trainingStay updated on emerging technologiesPerform additional duties as assigned by managementQualifications and Education RequirementsLeadership:Ability to lead a small, focused team to achieve common goalsCommunication:Strong verbal and written communication skillsAbility to present ideas clearly and effectivelyProblem Solving:Proactive issue identification and resolutionAnalytical thinking and teamwork in problem-solvingBusiness Ethics:Integrity, accountability, and respect in all interactionsSkills and AbilitiesEducation:Associates Degree in IT or a related field (required)Bachelor's Degree in IT or a related field (preferred)Experience:5+ years in IT/network troubleshootingTeam management experience (3–5 people), including coaching and performance managementClient-facing experience in issue resolution and expectation managementFamiliarity with IT tools, systems, and terminologyCertifications (Preferred):Microsoft, VMware, or Cisco certificationsJob Type: Full-timePay: ₹1,000, ₹1,500,000.00 per yearBenefits:Work from homeApplication Question(s):How many years of experience do you have in managing a Service Desk or IT Support team?Are you comfortable working in a night shift (7:30 PM 4:30 AM IST)?Please describe your experience with IT troubleshooting and client issue resolution.Are you familiar with RMM tools such as Datto RMM or similar platforms?Have you worked with PSA tools like AutoTask or ServiceNow for ticket management?What is your average client satisfaction (CSAT) score achieved in previous roles?Do you have hands-on experience creating SOPs or documentation using ITGlue or other tools?What certifications do you hold (e.g., Microsoft, VMware, Cisco, or others)?Are you comfortable leading a remote team and meeting SLAs such as