Manager – Global Service Desk - Gurgaon - ref. d34630519

Job Description

Inviting applications for the role of Manager - Global Service Desk

• Collaborate on policies and standard operating procedures with IT Managers
• Oversee and manage global IT service desk operations, ensuring timely and efficient resolution of IT issues.
• Analyze performance of Service Desk activities to identify any problem areas
• Appraise Service Desk Analysts performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
• Manage and coordinate the escalation urgent and complicated support issues to the correct IT teams
• Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity
• Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Build operational capability
• Maintain alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects
• Understanding of the scope of Service Desk, including relationship of services to each other, to projects, to services and offerings of other business units
• Develop and implement ITIL-based service management processes to enhance service quality.
• Establish and track key performance indicators (KPIs) and service level agreements (SLAs).
• Lead and mentor a team of service desk analysts and technicians across regions
• Ensure a 24/7 support model with effective shift planning, escalation management, and coverage.
• Collaborate with IT infrastructure and application teams to diagnose and resolve complex technical issues.
• Implement automation and AI-driven solutions to improve efficiency in incident and request handling.
• Ensure proper documentation and knowledge base management to enhance troubleshooting processes.

• Analyze service desk performance metrics to identify areas for improvement.
• Drive IT service management (ITSM) best practices to enhance efficiency and user experience.
• Work closely with business stakeholders to align IT support with organizational goals.
• Manage IT support tools and platforms, ensuring they meet operational requirements.

• Act as the primary point of contact for service-related escalations and executive reporting.
• Maintain strong relationships with internal departments, IT teams, and external vendors.

• Education: Bachelor&rsquos or Master&rsquos degree in IT, Computer Science, or a related field.
• Experience: Relevant years of experience in IT support and leadership role managing a global service desk.
• Technical Skills: Strong understanding of IT infrastructure, security, and enterprise applications.
• Certifications (Preferred): ITIL, PMP, Microsoft, Cisco.
• Tools & Platforms: Experience with ITSM tools (ServiceNow, BMC Remedy etc.), remote support tools, and automation platforms.
• Excellent leadership, communication, and problem-solving abilities.

• Experience working in multinational organizations with a diverse workforce.
• Strong ability to manage change and drive digital transformation initiatives.
• Ability to work in a high-pressure environment with tight deadlines.
• Work from office.

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