{"id":4056074,"url":"https://alion.io/job/outscale-partners-itsm-manager","title":"ITSM Manager","company":{"id":3813151,"name":"Outscale Partners","domain":"outscalepartners.com","url":"https://alion.io/company/outscale-partners","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-11T04:56:56Z","employer_posted_date":null,"last_verified_at":"2026-11-11T04:56:56Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"ITSM MANAGER\n\nRole Overview :\n\nIT Helpdesk Team Manager to lead day-to-day helpdesk delivery supporting Unifi's digital workplace. The role will oversee a 24x7 L1 service desk, coordinate with L2/L3 resolver teams, and ensure responsive support across phone, email and the ServiceNow portal. \n\nThe manager will drive first-contact resolution, customer satisfaction and service-level performance, ensuring the helpdesk retains Total Case Ownership through user updates, resolver follow-ups and closure.\n\nKey Responsibilities :\n\nService delivery and operational ownership :\n\n- Manage the support lifecycle from user authentication and ticket logging through triage, troubleshooting, escalation and confirmed closure.\n\n- Ensure accurate ticket classification and prioritization based on business impact, urgency and applicable service levels.\n\n- Maintain clear ownership of escalated cases, coordinating with L2/L3 teams while keeping users informed through resolution.\n\n- Oversee support for password resets, access issues, MFA and standard service requests, using approved procedures and knowledge articles.\n\nTeam leadership and workforce management :\n\n- Plan staffing, shift allocation and coverage around demand patterns, peak workloads and leave requirements to sustain 24x7 operations.\n\n- Maintain effective shift handovers, healthy ticket queues and business continuity readiness.\n\n- Develop team capability through coaching, SME support, structured knowledge transfer and a master-trainer approach.\n\nPerformance and stakeholder management :\n\n- Monitor service dashboards, ticket ageing and SLA risks, taking corrective action when performance falls below agreed standards.\n\n- Lead performance discussions with service stakeholders, highlighting trends, operational dependencies and improvement actions.\n\n- Coordinate required ServiceNow assignment-group access, reporting access and timely engagement from resolver teams.\n\nKnowledge, transition and continuous improvement :\n\n- Maintain SOPs, FAQs and knowledge articles, using ticket analysis and recurring issue themes to improve resolution quality and reduce repeat demand.\n\n- Support transition readiness through knowledge capture, SME engagement, UAT, pilot execution and controlled parallel operations.\n\n- Partner with technology teams to assess improvements in IVR routing, password and MFA self-service, and future multilingual support.\n\nExperience And Qualifications :\n\n- 6+ years of relevant IT support/service desk experience, aligned with the presentation's illustrative manager profile, including demonstrated team leadership.\n\n- Bachelor's degree in IT, Computer Science or a related discipline, or equivalent practical experience.\n\n- Proven experience managing shift-based IT helpdesk operations and coordinating technical escalations.\n\n- Hands-on familiarity with ServiceNow or a comparable ITSM platform, including queue management and performance reporting.\n\n- Working knowledge of incident management, service request fulfilment, access support, MFA and end-user troubleshooting.\n\n- Strong people management, stakeholder communication and analytical problem-solving skills.\n\n- Ability to translate service data into staffing decisions, coaching priorities and measurable improvements.\n\nPreferred :\n\n- ITIL Foundation certification.\n\n- Experience with service transitions, knowledge management and business continuity planning.\n\n- Exposure to cloud telephony, IVR and support automation.\n\nQualifications :\n\n- 6+ years of relevant IT support/service desk experience, aligned with the presentation's illustrative manager profile, including demonstrated team leadership.\n\n- Bachelor's degree in IT, Computer Science or a related discipline, or equivalent practical experience.\n\nMust have skills :\n\n- ITIL.\n\n- Workforce and shift planning.\n\n- IT service management.\n\n- ServiceNow and reporting.\n\n- Technical support knowledge.\n\n- SLA and performance management.\n\n- Customer and stakeholder communication.\n\n- Knowledge management and continuous improvement.\n\nGood to have skills :\n\n- Transition and operational readiness.\nSkills\nITSM, Technical Support, IT Service Delivery, Ticketing System, Troubleshooting, ServiceNow, Workforce Management","description_format":"text","description_chars":4209,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-11-11T05:05:40Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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