Helpdesk Senior Manager - People Manager

NTT DATA, Inc.; Dadri; Hybrid; INR 3,000,000 - 5,500,000; Full time

Job summary

NTT DATA Services invites applications for a Helpdesk Senior Manager - People Manager in Noida, Uttar Pradesh (IN-UP), India. The role leads 24x7 operations, drives service delivery excellence, and shapes customer relationships while mentoring a large team of professionals.

Ideal candidates will have 8+ years in service desk with 2+ years in delivery management, strong domain knowledge, and proven leadership, communication, and project-management skills to deliver key business results.

Qualifications

• 8+ years of Service Desk experience with 2+ years in delivery management.
• Strong industry domain knowledge.
• Excellent communication and presentation abilities.
• People management and leadership experience.

Responsibilities

• Manage SLAs and KPIs for service delivery.
• Maintain customer and stakeholder relationships.
• Analyze issues with teams and propose solutions.
• Lead service improvement and cost-saving initiatives.
• Oversee 24x7 operations and team performance.
• Mentor and upskill team members; drive cross-functional collaboration.
• Monitor attrition and implement retention strategies.
• Ensure alignment with company vision, values and operating principles.

Skills

Service Desk management

People management

Communication skills

Presentation skills

Budget management

Project management

MS Office suite

Education

Graduate degree preferred

Tools

MS Visio

MS Excel

MS PowerPoint

Job description

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Date: Sep 29, 2026

Location: Noida, UP, IN

Company: NTT DATA Services

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a Helpdesk Senior Manager - People Manager to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

General Duties and Responsibilities:

• Responsible for SLA’s & KPI’s
• Responsible for customer/stakeholder relationship management.
• Analyze the problem with the team and counterparts and suggest a solution
• Responsible for Service Improvement plans and Continuous improvement plans.
• Responsible for Cost Savings and Productivity Improvement initiatives
• Participate in business/people related projects
• Demonstrates exceptional organizational skills.
• Demonstrates ability and success working in a team environment.
• Exhibits passion and alignment with our vision, values & operating principles.
• Provide cross functional support
• Managing 24x7 Operations
• Responsible for the performance of the teams, team leads
• Responsible in terms of best practice sharing, team building exercises, guidance and mentoring team member
• Responsible for upskilling / cross skilling team members
• People attrition management.

Requirements for this role include:

• Must have 8 plus solid years of Service Desk experience, 2 years in managing delivery for service desk.
• Sound Industry Domain Knowledge
• Strong Communication & Presentation skills
• People Management skills

Budget / Cost pyramid management

Transition management

Project management

Exceptional listening abilities and detail oriented

Demonstrates the ability to multi-task.

Ability to work in heterogeneous environment

Possesses knowledge of Microsoft Applications like MS Visio MS Excel & MS Power point etc.

• Provides direct supervision to a large team of operational, production, sales, service or administrative team members, or a small staff of professional-level team members.
• Work is guided by operational and project objectives.
• Sets and communicates clear expectations for work outcomes and manages performance.
• First-level leader of non-exempt, exempt and first-level Supervisors.
• Provides guidance and recommendations that drive results to improve business processes and client service delivery.
• Manages the coordination of activities of a section or group with responsibility for results in terms of costs, methods, and team members.
• May lead cross functional projects or processes.
• Typically requires 8-10 years relevant experience. Includes 1-3 years managerial/ leadership experience.
• Graduate degree preferred.
• Experienced leadership and team building skills.
• Experienced project management skills.
• Moderate knowledge of product lines, technical knowledge.
• Strong client service skills.
• Experienced in developing and leading a team to deliver key business results.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in‑office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .