Service Desk Manager

23 hours ago

Indore, Madhya Pradesh, India Intertec Softwares Full time ₹ 12,00,000 - ₹ 36,00,000 per year

EXPERIENCE:

years of IT experience, including 3+ years in service desk, support management, or service delivery leadership roles

RESPONSIBILITIES (INCLUDES ALL TASKS):

  • Own and manage Service Desk operations, ensuring prompt resolution of incidents, fulfilment of requests, and high-quality end-user support in alignment with business and contractual expectations.
  • Oversee delivery and optimization of Microsoft 365 services (Exchange Online, Teams, SharePoint, Intune).
  • Design, implement, and monitor adherence to SLAs and KPIs; analyze service data and produce management reports on service quality, performance trends, and compliance metrics
  • Develop, execute, and track Service Improvement Plans (SIPs) that drive measurable enhancements in service delivery, process efficiency, and user experience.
  • Champion ITIL-aligned processes for incident, request, change, and knowledge management.
  • Engage with stakeholders, vendors, and external providers to resolve escalated issues and maximize support effectiveness.
  • Mentor, train, and develop service desk and support staff, fostering a culture of accountability and continuous learning.
  • Promote technology adoption, automation, and self-service capabilities to accelerate resolution and reduce operational costs.
  • Support IT security and infrastructure management at oversight and escalation level (not hands-on engineering).

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

  • Strong track record in Service Desk/ITSM management with proven ability on SLA/KPI governance, user engagement, and performance monitoring.
  • Deep knowledge of Microsoft 365 services administration in enterprise environments.
  • Experience developing and implementing SIPs, with measurable business impact.
  • Familiarity with ITIL processes and service delivery frameworks (ITIL Foundation/Intermediate required).

SOFT SKILLS:

MANDATORY

  • Skilled in stakeholder management, vendor engagement, and data-driven decision making.
  • Collaborative leadership with strong communication and coaching abilities.

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