Incident & IT helpdesk manager

New Era Informatique; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

New Era Informatique in Mumbai is seeking an experienced Service Desk Lead to manage a 15-person team supporting 24x7 IT operations. You will own ITSM processes, strive for high customer satisfaction, and drive continual service improvements.

You will monitor Incident, Change, Problem, and Service Request management using tools like ServiceNow, Remedy or Jira Service Management. You will prepare MIS reports and lead major incident bridge calls.

Qualifications

• Experience leading 24x7 service desk operations.
• Experience managing teams in a 24x7 rotational shift environment.
• Hands-on experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Strong knowledge of Incident, Change, Problem, and SLA Management.
• ITIL knowledge and best practices.
• Excellent communication and stakeholder management skills.
• Advanced Excel and MIS reporting capabilities.

Responsibilities

• Lead and manage a 15-person service desk in a 24x7 environment.
• Monitor and manage ITSM tools for Ticketing, Incident, Change, Problem, and Service Request Management.
• Ensure timely resolution and escalation of incidents per SLA/KPI requirements.
• Lead major incident bridge calls and drive quick resolutions.
• Prepare and present daily, weekly, and monthly MIS reports and reviews.
• Drive ITIL-aligned service improvements and training for the team.
• Collaborate with internal teams and customers to enhance service delivery.

Skills

Service Desk operations

Team leadership

ITSM tools management

Incident Management

Change Management

Problem Management

SLA & KPI management

Advanced Excel

MIS reporting

Communication

Education

Graduation in Computer Science/IT

Tools

ServiceNow

Remedy

Jira Service Management

Job description

Job Summary

We are looking for an experienced Service Desk Lead to manage a team of 15 resources supporting 24x7 IT operations. The candidate will be responsible for managing ITSM processes, ensuring high customer satisfaction, handling major incidents, and driving continuous IT service improvements.

Key Responsibilities

• Lead and manage a team of 15 service desk resources in a 24x7 support environment.
• Monitor and manage ITSM tools for Ticketing.
• Monitor and manage ITSM tools for Incident Management.
• Monitor and manage ITSM tools for Change Management.
• Monitor and manage ITSM tools for Problem Management.
• Monitor and manage ITSM tools for Service Request Management.
• Ensure timely resolution and escalation of incidents as per SLA/KPI requirements.
• Attend and coordinate bridge calls during major incidents and provide leadership for quick resolution.
• Prepare and present daily, weekly, and monthly MIS reports and operational reviews.
• Drive adherence to ITIL best practices and service management standards.
• Conduct team training sessions and mentoring for service improvement initiatives.
• Collaborate with internal teams and customers to improve service delivery and customer satisfaction.
• Manage shift rosters, team performance, and operational governance.
• Identify process gaps and implement continuous improvement initiatives.
• Ensure proper communication during outages, incidents, and planned maintenance activities.

Required Skills & Qualifications

• Strong experience in Service Desk / IT Support operations.
• Experience managing teams in a 24x7 rotational shift environment.
• Hands‑on experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Good understanding of Incident Management.
• Good understanding of Change Management.
• Good understanding of Problem Management.
• Good understanding of SLA Management.
• Advanced knowledge of ITIL best practices.
• Excellent communication, stakeholder management, and customer handling skills.
• Ability to manage major incident bridge calls effectively.
• Strong analytical and reporting skills (MIS reporting).
• Expert in Advanced Excel.

Preferred Qualifications

• ITIL Certification preferred.
• Experience in managing enterprise/global support environments is an advantage.
• Graduation in Computer Science, IT, or related field preferred.

Key Competencies

• Leadership & Team Management
• Customer Satisfaction Focus
• Problem Solving & Decision Making
• Process Improvement
• Operational Excellence
• Communication & Coordination