{"id":1266734,"url":"https://alion.io/job/programming-com-service-desk-manager","title":"Service Desk Manager","company":{"id":3806591,"name":"Programming.com","domain":"programming.com","url":"https://alion.io/company/programming-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","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":["Mumbai, India","Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":1300000,"max":1800000,"currency":"INR","period":"year","gross":true,"usd_annual":18868},"salary_estimate":null,"experience_years_min":5,"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":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-03T06:24:01Z","employer_posted_date":null,"last_verified_at":"2026-09-03T06:24:01Z","board_verified":false,"closed_at":null,"days_open":27,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":27},"description":"Notice Period: Immediate to 15 days\n\nResponsibilities:\n\n- Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.\n\n- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.\n\n- Develop and implement service desk processes and procedures to improve efficiency and customer satisfaction.\n\n- Train, mentor, and coach service desk staff to enhance their technical skills and customer service abilities.\n\n- Monitor service desk performance metrics and generate reports for management review.\n\n- Collaborate with other IT teams to escalate and resolve complex technical issues.\n\n- Maintain knowledge base and documentation for common user issues and resolutions.\n\n- Conduct regular performance evaluations for service desk staff and provide constructive feedback for improvement.\n\n- Stay updated with industry trends and best practices in service desk management and IT support.\n\nRequirements:\n\n- Bachelor's degree in Information Technology, Computer Science, or related field.\n\n- 5-6 years of experience in service desk management or IT support roles.\n\n- Proven experience in managing a team of service desk technicians.\n\n- Strong understanding of ITIL framework and service management principles.\n\n- Excellent communication and interpersonal skills, with the ability to interact effectively with users and stakeholders.\n\n- Experience with service desk ticketing systems and ITSM tools.\n\n- Knowledge of incident management, problem management, and change management processes.\n\n- Ability to prioritize and manage multiple tasks in a fast-paced environment.\n\n- Leadership qualities with a focus on teamwork and collaboration.\n\nTechnical Skills:\n\n- Service Desk Management\n\n- ITIL Framework\n\n- Incident Management\n\n- Problem Management\n\n- Change Management\n\n- Service Desk Ticketing Systems\n\n- ITSM Tools\n\n- Customer Relationship Management\n\n- Leadership and Team Management\n\nEducational Qualifications: Bachelor's/Master's\nSkills\nIT Operations, Ticketing System, Technical Support, ITIL, ITSM, Incident Management, Problem Management, Change Management, Integrated Service Desk","description_format":"text","description_chars":2204,"description_truncated":false,"requirements":{"experience_years_min":5,"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":["Artificial Intelligence","Blockchain & Crypto","Metaverse"],"lifecycle":[{"event":"open","at":"2026-09-25T22:00:00Z"}],"liveness":{"score":48,"band":"ok","label":"Likely open","p_open":0.85,"p_active":0.748,"p_room":0.75,"age_days":26,"expected_fill_days":30,"reasons":["seen:26","velocity","win:late"],"computed_at":"2026-09-30T05:45:00Z"},"pay":{"stated_usd_annual":18868,"is_top_pay":false},"html_url":"https://alion.io/job/programming-com-service-desk-manager","json_url":"https://alion.io/job/programming-com-service-desk-manager.json","meta":{"generated_at":"2026-10-01T00:57:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":684,"day_limit":5000,"remaining_today":4316,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}