Manager, Enterprise Service Desk

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Enterprise Service Desk based in India.

This leadership role is responsible for building and managing a high-performing enterprise service desk within a dynamic, customer-focused IT environment.

You will lead a large team of technicians, strengthening their capabilities while driving consistent, high-quality service delivery.

The role combines people leadership, operational planning, ITIL process governance, performance management, and customer engagement.

You will oversee a 24/7 support operation, ensuring effective staffing, SLA performance, first-contact resolution, and service quality.

Success in this position requires a hands-on leader who can turn strategic objectives into disciplined execution and measurable improvements.

You will work closely with clients and other IT teams to resolve complex issues, identify opportunities, and continuously improve the customer experience.

The role offers an opportunity to shape service desk operations while developing a team culture centered on accountability, learning, and continuous improvement.

Accountabilities:

• Lead and manage a large team of service desk technicians throughout the employee lifecycle, including hiring, onboarding, training, performance reviews, incentives, development planning, and disciplinary actions.
• Conduct regular one-on-one meetings, monthly team meetings, performance reviews, and coaching sessions to support employee growth and accountability.
• Develop and implement training and development programs that strengthen technical and service delivery capabilities across the team.
• Produce and present weekly and monthly operational reports and service reviews covering SLA/SLO performance, ticket volumes, trends, and other key operational metrics.
• Plan capacity and shift coverage for a 24/7 service desk, forecast demand, and allocate resources effectively, particularly during peak periods.
• Own adherence to ITIL processes and ensure incident, request, problem, change, and major incident management practices are consistently followed.
• Maintain and improve knowledge management practices, ensuring the service desk knowledge base remains accurate, accessible, and up to date.
• Monitor KPIs including customer satisfaction, incident response and resolution times, first-call resolution, service quality, and other performance indicators.
• Drive first-contact resolution and quality assurance through ticket and call audits, coaching, quality-of-service reviews, and targeted improvement initiatives.
• Ensure service delivery consistently meets agreed SLAs and identify corrective actions when performance gaps occur.
• Collaborate with other IT departments to resolve complex technical issues and improve end-to-end support processes.
• Work directly with clients to gather feedback, identify service improvement opportunities, strengthen relationships, and enhance the overall customer experience.
• Stay informed about industry trends and emerging technologies and evaluate opportunities to introduce new tools, technologies, and processes that improve service delivery.

Requirements

• At least 5 years of supervisory or managerial experience within a Managed Services Provider (MSP) environment.
• Strong technical background with practical understanding of enterprise IT service desk operations and support environments.
• Experience with the ServiceNow ITSM platform.
• Strong knowledge of ITIL practices, with ITIL certification required or strongly preferred based on the role requirements.
• Hands-on experience managing incident, request, problem, change, and major incident processes.
• Bachelor’s degree or equivalent qualification in Computer Science, Information Systems, or a related field.
• Excellent written and verbal communication skills, with the ability to communicate effectively with employees, leadership, clients, and technical teams.
• Strong coaching and people-development capabilities, combined with a clear commitment to continuous improvement.
• Excellent analytical, critical-thinking, and problem-solving skills.
• Ability to make effective decisions and maintain composure in a high-pressure, fast-paced support environment.
• Willingness and ability to work first, second, or third shifts within a 24/7 service desk operation.
• Strong organizational and resource-management skills, with the ability to balance operational priorities and team needs.

Benefits

• Fully remote position based in India.
• Full-time employment within a global, collaborative IT services environment.
• Opportunity to lead and develop a large enterprise service desk team.
• Exposure to 24/7 service operations, enterprise ITSM, ITIL practices, and client-facing service delivery.
• Opportunity to influence service desk strategy, operational performance, technology adoption, and continuous improvement.
• Professional growth through leadership, coaching, process optimization, and exposure to emerging technologies.
• Collaborative culture focused on accountability, learning, communication, and continuous improvement.
• The source posting does not specify a salary range or detailed healthcare and additional benefits package.