Service Desk Manager

15 hours ago

Noida, Uttar Pradesh, India Nomiso Full time

Position Overview:

The Service Desk Manager will lead and manage the IT Service Desk operations for a fast-paced FinTech environment, ensuring high availability, security, and seamless support for business-critical applications and platforms. This role is responsible for delivering high-quality service, meeting stringent SLAs, and supporting regulatory and compliance-driven operations.

Roles and Responsibilities:

  • Manage end-to-end Service Desk operations in a 24x7 FinTech environment.
  • Ensure timely resolution of incidents and service requests, adhering to strict SLAs and OLAs.
  • Act as the primary escalation point for critical incidents impacting financial platforms.
  • Drive ITIL-based processes including Incident, Problem, Change, and Request Management.
  • Collaborate closely with Engineering, DevOps, Security, and Product teams.
  • Ensure compliance with regulatory, audit, and security standards (ISO, SOC, PCI-DSS, etc.).
  • Oversee monitoring, alerting, and proactive issue identification for high-availability systems.
  • Lead major incident management (MIM) and root cause analysis (RCA).
  • Manage vendor performance and third-party support partners.
  • Maintain and continuously improve knowledge management and self-service capabilities.
  • Track service metrics, prepare dashboards, and present insights to senior stakeholders.

Must Have Skills:

  • 10+ years of IT experience, with at least 5 years in Service Desk or IT Operations leadership.
  • Strong incident management and crisis handling skills.
  • Strong understanding of ITIL frameworks (ITIL v4 preferred).
  • Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or Remedy.
  • Experience supporting mission-critical, customer-facing financial systems.
  • Excellent stakeholder management and communication skills.

Good to Have Skills:

  • Experience working in FinTech, BFSI, or high-availability digital platforms.
  • Knowledge of cloud environments (AWS/Azure/GCP).
  • Exposure to DevOps, SRE, or automation-driven operations.
  • Familiarity with compliance and security standards relevant to financial services.

Key Attributes

  • Customer-first and risk-aware approach.
  • Ability to operate under pressure in a fast-paced environment.
  • Strong analytical and problem-solving capabilities.
  • High ownership and accountability mindset.

Location:

  • Noida

About Nomiso:
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 efficient solutions for their complex business problems.

At Nomiso we encourage entrepreneurial spirit - to learn, grow and improve. A great workplace, thrives on ideas and opportunities. That is a part of our DNA. We're in pursuit of colleagues who share similar passions, are nimble and thrive when challenged. We offer a positive, stimulating and fun environment – with opportunities to grow, a fast-paced approach to innovation, and a place where your views are valued and encouraged.

We invite you to push your boundaries and join us in fulfilling your career aspirations

We are an equal opportunity employer and are committed to diversity, equity, and inclusion. We do not discriminate on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristics.

  • Service Desk Manager

    5 hours ago

    Noida, Uttar Pradesh, India COZZERA INTERNATIONAL LLP Full time

    Role:Service Desk ManagerExperience:2–5 YearsLocation:Noida – OnsiteRole OverviewWe are seeking aService Desk Managerto oversee and support IT service desk operations, ensuring high-quality technical support and customer satisfaction. The role involves managing incidents, service requests, and ITSM processes in a fast-paced, enterprise environment.Key...

  • Service Desk Manager

    2 days ago

    Noida, Uttar Pradesh, India Nomiso Full time

    Service Desk ManagerPosition Overview: The Service Desk Manager will lead and manage the IT Service Desk operations for a fast-paced FinTech environment, ensuring high availability, security, and seamless support for business-critical applications and platforms. This role is responsible for delivering high-quality service, meeting stringent SLAs, and...

  • Service Desk Support

    15 hours ago

    Noida, Uttar Pradesh, India People Prime Worldwide Full time

    Job Title: Service Desk AnalystLocation: NoidaExperience: L2:3 – 5 Years/ Lead:5+ YearsEmployment Type: PermanentAbout the Company:Our client is a trusted global innovator of IT and business services, present in 50+ countries. They specialize in digital & IT modernization, consulting, managed services, and industry-specific solutions. With a commitment to...

  • Service Desk Analyst

    2 weeks ago

    Noida, Uttar Pradesh, India Wipro Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Role PurposeThe purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectivesDo1. Be responsible for primary user support and customer servicea. Respond to queries from all calls, portal, emails, chats from the clientb. Become...

  • Service Desk Lead

    13 hours ago

    Noida, Uttar Pradesh, India Giga-Ops global solution Full time

    1) Excellent written and verbal communication in English2) Technical Knowledge preferred3) Excellent Team Management Skills4) Good logical thinking5) Proven capability to manage/influence internal and external stake holders6) Able to manage team members across locations and across shifts7) Potential to act as a backup for other domain leads8) Accountable for...

  • Service Desk Manager- Quality

    6 hours ago

    Noida, Uttar Pradesh, India Tech Mahindra Full time

    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 preferredITIL Foundation certification, demonstrating a foundational understanding of IT Service Management principlesAbility to interpret data, identify root causes of problems, and...

  • Service Desk- Quality Manager

    11 hours ago

    Noida, Uttar Pradesh, India Tech Mahindra Full time

    Experience-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,...

  • Hiring For Service Desk

    2 days ago

    Noida, Uttar Pradesh, India Ishmeet Consultant Full time

    Role - Service Desk Experience required :- Min 2 international service desk 5 Days working || 2 rotational offRotational shift Both Side cab Location - Noida For more details call or whatsAppHR Rakhi @ Required Candidate profileNOTE :- Candidates must be from international voice background

  • Service Desk Engineer

    2 days ago

    Noida, Uttar Pradesh, India Nomiso Full time

    Service Desk EngineerPosition Overview: The Service Desk Engineer is responsible for providing first-level and second-level technical support to end users, ensuring timely resolution of incidents and service requests. This role plays a critical part in maintaining system availability, user productivity, and service quality in a fast-paced IT...

  • Service Desk Transition Lead

    6 days ago

    Noida, Uttar Pradesh, India Topcoder Full time

    Transition Lead/Manager – Service DeskExperience Min 8+ Yrs of experience in Service Desk / Relevant Field. ITIL Certified.SummaryTo oversee & ensure timely transition of Service Desk solutions to clients based on agreed to contractual requirements of time, scope and cost. Responsible for ensuring that Project Plans are drawn based on pre-agreed timelines...