Software Service Desk Manager

This is a hands-on technical leadership role for someone who has built their foundation in
full-stack software development
and has proven experience operating within a
service desk / production support environment
. You will lead a team responsible for
incident triage, defect analysis, patch development, and deployments
across customer environments (including on-premises), while implementing
AI-enabled predictive support
to reduce incidents and improve service reliability.

You will work directly with customers, including
banks and large enterprises
, and partner closely with Engineering, Product, and Customer Success to ensure software environments remain secure, stable, and compliant.

Key Responsibilities

• Service Desk Leadership (24/7)

• Lead and manage a 24/7 Software Service Desk, including rostering and operational governance.

• Recruit, onboard, manage, and develop service desk staff and team leads, who willalso have a background in software development and services.

• Own service performance against SLAs, operational KPIs, and customer satisfaction targets.

• Incident, Problem, and Change Management

• Implement and run ITIL-aligned practices for Incident, Problem, and Change Management.

• Act as the escalation point for complex issues and drive effective resolution and RCA.

• Establish repeatable processes to improve time-to-resolution and reduce recurring incidents.

• Engineering Support and Release Delivery

• Lead a team that analyses defects, produces fixes, and releases patches and updates.

• Ensure high-quality deployment execution in customer on-premises environments and cloud-hosted environments.

• Coordinate with Engineering for defect management, release readiness, and operational improvements.

• AI and Predictive Support

• Implement AI/predictive support solutions to detect and prevent issues before customer impact.

• Drive proactive monitoring, trend analysis, and automation to reduce incident volume.

• Cloud Deployment (AWS & Azure)

• Oversee deployments and operational support in AWS and Azure, including release/rollback practices.

• Strengthen CI/CD, deployment governance, and environment management across customer implementations.

• Documentation and Knowledge Management

• Create and maintain runbooks, SOPs, troubleshooting guides, and knowledge bases.

• Define training programs to uplift technical capability across the service desk team.

• Security, Compliance, and Secure SDLC

• Ensure all support and release activities follow secure SDLC, testing discipline, and compliance requirements.

• Maintain auditability and robust change control appropriate for enterprise and banking customers

Requirements

• 5+ years of experience in managing software-focused service desks or technical support teams
• Demonstrated leadership of a service desk operation, ideally in a 24/7 environment.
• Strong software engineering background with full-stack development experience.
• Backend expertise: Java, Spring Boot, PostgreSQL (hands-on understanding required).
• Proven experience deploying and supporting software in cloud environments (AWS and Azure).
• Experience leading teams responsible for bug analysis, patch development, and deployment to customer environments (including on-premises).
• Strong understanding of secure software development, compliance, and secure testing practices

Preferred Qualifications

• ITIL Foundation certification or equivalent
• Experience in the fintech industry or supporting financial applications
• Familiarity with cloud-based technologies (AWS, Azure) and software deployment processes
• Experience working in a global environment, managing support across different time zones
• Fluency in English, additional languages are a plus

Benefits
To be discussed with the right candidate.