Service Desk Manager

3 days ago

India Remote The Hashgraph Group AG Full time ₹ 8,00,000 - ₹ 12,00,000 per year


Your mission

The Hashgraph Group (THG) is a global organization headquartered in Switzerland, and is a part of the Hedera Hashgraph ("Hedera") ecosystem.  
 
Hedera is a revolutionary proof-of-stake public Distributed Ledger Technology (DLT) network that is fast emerging as the gold standard in DLT for enterprise-grade solutions and decentralized applications (dApps). Hedera is governed by a council of the world's leading organizations - which include Google, Boeing, IBM, Dell, Deutsche Telekom, LG, Abrdn, London School of Economics,  to name a few.
 
THA works closely with enterprises, startups, governments, and academic and training institutions around the world to deliver financing, custom-design solutions, and professional training and innovation programs, aimed at accelerating the development and utilization of the Hedera Hashgraph network. 

Your profile

What You'll Do 

· Remote & Async Team Leadership: Manage and inspire a distributed team of L1/L2 agents and AI bots, ensuring seamless, 24/7 support for digital asset transactions and integrations across time zones and work styles. 

· Champion Async Collaboration: Foster a culture where async communication is the norm, leveraging documentation, clear handoffs, and digital tools to keep everyone aligned and productive, regardless of location or schedule. 

· AI & Automation Oversight: Set and refine the rules for our AI agents, monitor their performance, and ensure safe, human-centric handoffs especially during critical incidents. 

· Crisis Response: Take charge during high-severity events, executing communication protocols and AI "kill switches" to protect users and the network, all from your remote workspace. 

· Continuous Improvement: Analyze support trends, turn resolved tickets into AI training data, and keep our knowledge base ahead of the curve enabling your team to work smarter, not harder. 

· Global Team Growth: Recruit, mentor, and empower agents across time zones, fostering a culture of security, collaboration, and innovation. 

· Quality Assurance: Audit tickets, validate AI outputs, and ensure compliance with ITIL and web3 best practices no matter where your team is based. 

What You Bring 

· 5+ years in IT Service Desk Management, ideally in SaaS or fintech, with experience leading remote and async teams. 

· Hands-on experience with AI-augmented support (e.g., Atlassian AI / Rovo, or custom LLMs). 

· Deep understanding of distributed ledger/blockchain fundamentals. 

· ITIL v4 certification and a passion for "human-in-the-loop" workflows. 

· Outstanding crisis communication and de-escalation skills, especially in virtual and async environments. 

· Strong written communication skills and a knack for clear, concise documentation. 

Success Looks Like 

· High AI deflection rates (more tickets resolved by bots, fewer escalations). 

· Low error/hallucination rates from AI. 

· SLA breach rate under 5% for high-priority tickets. 

· Team members feel empowered to work flexibly and asynchronously, with clear expectations and minimal blockers.



Why us?

What we offer

· 100% remote - work from anywhere, collaborate everywhere, on your schedule. 

· Async-first: We value results, not just hours. 

· Be at the forefront of web3 support innovation. 

· Work with cutting-edge AI and blockchain technologies. 

· Join a collaborative, forward-thinking team shaping the future of digital asset support.



About us

The Demo Daten GmbH is a fictional company created by Personio to familiarize our customers with our software.

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