{"id":3481823,"url":"https://alion.io/job/flexiple-it-service-desk-manager","title":"IT Service Desk Manager","company":{"id":59377,"name":"Flexiple","domain":"flexiple.com","url":"https://alion.io/company/flexiple","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":true,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":28000,"period":"year","method":"role_seniority_country_cell","sample_n":9},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-10-29T17:28:47Z","employer_posted_date":null,"last_verified_at":"2026-10-29T17:28:47Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"IT Service Desk Manager\nA Big-4-style professional-services firm building its India centre, scaling the internal service desk that supports its consulting workforce\nLocation: Remote (India)\nAbout the Company\nWith headcount growing fast, the firm has partnered with Flexiple to bring in a Service Desk Manager who can keep response times tight as ticket volume climbs. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.\nRole Overview\nAs IT Service Desk Manager, you will run the team that keeps consultants productive — laptops, VPN, collaboration tools — and report on service quality to IT leadership.\nKey Responsibilities\nService Desk Operations\nRun day-to-day service desk operations across ticket queues, chat, and phone channels\nOwn SLA performance — first-response time, resolution time, and reopen rate\nBuild and maintain the knowledge base so common issues resolve at first contact\nPeople & Process\nHire, coach, and schedule a team of service desk analysts across shifts\nRun root-cause reviews on recurring incidents and push fixes upstream to infrastructure teams\nReport service desk metrics to IT leadership and flag capacity risks early\nIdeal Candidate Profile\n5 to 9 years in IT support or service desk roles, including 2+ years managing a team\nWorking knowledge of ITSM ticketing tools and SLA-driven support models\nComfortable coaching analysts on both technical fixes and customer-facing tone\nClear written and spoken English and a reliable remote-work setup\nPreferred Qualifications\nITIL Foundation certification\nExperience running a multi-shift or follow-the-sun support model\nWhat We Offer\nOwnership of support for a consulting workforce that cannot afford downtime before a client call\nRemote-friendly, pan-India hiring with long-term placement\nA direct line to the India IT leadership team\nHiring Process\nHR Screening → Assignment → Panel Round → Leadership Round → Culture Fit\nThis posting fills one opening now, with your profile retained as the service desk adds 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