IT Service Desk Manager

Cousera Internal Rehire Job Board; Chennai; Hybrid; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Coursera is seeking a Global IT Service Desk Manager to oversee a multinational team delivering reliable IT support and service delivery. You will lead initiatives to optimize incident resolution, request fulfillment, and cost efficiency while maintaining high CSAT scores.

You will shape the budget, drive security improvements, and partner with cross-functional teams to enable digital transformation and scalable IT services worldwide.

Qualifications

• 6+ years in technical support and service management with supervisory experience.
• Experience with ITIL frameworks and service delivery in multinational environments.
• Strong KPI tracking (CSAT, TTR, SLAs) and budgeting awareness.

Responsibilities

• Lead a geographically dispersed IT support team and ensure consistent end-user experience.
• Streamline IT Service Desk operations and monitor KPIs for continuous improvement.
• Oversee IT budget management and resource optimization.
• Drive security improvements and cross-functional collaboration.
• Develop and enforce global standards and digital transformation initiatives.
• Coach staff, conduct performance reviews, and define career paths.

Skills

ITIL framework

Vendor management

Leadership

Customer care

Mac OS & Windows

Communication

Education

Bachelor's degree in Information Technology

Tools

IT Service Management tools

Job description

At Coursera, we aim to allow employees to develop their skills and grow their careers. One way we do this is with internal transfers. In order to support open and fair transfers, we practice transparency and have set guidelines for who is eligible to request a transfer.

Anyone who has been in their role for more than 6 months and in good standing may apply for a new position at Coursera. For consideration outside this timeframe, individuals should talk to their manager and People Business Partner. Please be sure to read the our Internal Mobility Program Policy here .

We're a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones - creating opportunities for teams to do their best work together. Our virtual hiring and onboarding experience makes it easy to join us and start making an impact from anywhere. If you're ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career.

How we work

Working hours - 5:30 PM - 2:30 AM IST || 4 AM - 1 PM PST

We let you choose the best way to work, whether it's from home, an office, or a collaboration space. We're a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones - creating opportunities for teams to come together. If you're ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career.

About this role

Coursera's IT department is responsible for the Corporate tools and technology that are required for the company to operate efficiently and effectively. We are a growing IT department that plays an integral role in the company's ability to perform its day-to-day tasks. While supporting an ever-growing number of global users with top-tier tools and applications, our IT team is always aiming to achieve the highest goals and produce the best experience possible for our end users.

The Global IT Service Desk Manager plays a pivotal role in overseeing and managing the efficient operation of the IT Service Desk on a global scale. This position requires a strategic leader with strong technical acumen, exceptional communication skills, and a proven track record in managing service delivery in a multinational environment.

By joining our team, you'll have the opportunity to reshape how the world learns and applies skills- and help millions of people participate in the new economy. Bring your ideas, expertise, and perspective to meaningful work that can make a difference at global scale.

Coursera + Udemy lets you choose the best way to work, whether it's from home, an office, or a collaboration space. We're a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones - creating opportunities for teams to come together. If you're ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career.

What you’ll be doing:

• Lead, guide, and mentor a geographically dispersed team of IT support professionals, fostering a collaborative and inclusive team culture to ensure a consistent end-user experience and maintain operational excellence in IT Service Management through execution of strategic initiatives that create efficiencies and process optimization.
• Streamline IT Service Desk operations by developing and implementing efficient processes, monitoring key performance indicators for continuous improvement, and ensuring timely incident resolution & request fulfillment in accordance with service level agreements (SLAs).
• Support the strategic management of the IT budget, optimizing resources for maximum efficiency, and actively contribute to organizational objectives through participation in strategic planning.
• Lead change by collaborating with cross-functional teams to identify opportunities that improve security, unlock productivity, and accelerate execution and oversee workflow or projects involving the IT Service Desk team.
• Drive global standards, standard operating procedures, user experience enhancement initiatives, and continued digital transformation.
• Oversee and lead the development, execution, and continuous improvement of employee development programs, conduct performance reviews, provide coaching, and establish clear career paths for the ServiceDesk team to enhance individual and collective professional growth.

Qualifications:

• A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required and ability to provide exceptional internal and external customer care with a Customer first mindset and a "Get it done" attitude.
• Experienced managing Enterprise support in a large and complex environment in a web-based service and technology through principles and practices of the ITIL framework and Service Desk as a Service and a proven track record of making sound decisions under pressure, taking calculated risks, and owning the outcomes, while willingly and effectively accepting high levels of responsibility and being fully accountable for decisions made and actions taken.
• Profound knowledge and proven experience in defining, managing, and exceeding support KPI’s and critical technical support metrics such as CSAT, Time to Resolution (TTR), SLAs, Backlogs, etc.
• Experienced in developing, leading, and executing comprehensive organizational change initiatives from conception to successful implementation, including effectively building commitment and winning support for initiatives, communication, training, and stakeholder engagement strategies.
• Experienced in overseeing relationships with third-party vendors and service providers aligned to asset inventory management and optimization to implement best practices in cost-savings, accuracy, license optimizations, and overall efficiency improvements related to hardware and software assets.
• Skill in oral and written communications to staff and other stakeholders at a variety of levels, ranging from informal meeting discussions to formal presentations and from casual email communications to formal reports.
• A degree or equivalent experience, preferable in Information Technology.
• Extensive experience with configuring & troubleshooting Mac OS & Windows 10 and higher and IT Tools.
• Proficiency in service management tools, demonstrating a high level of competence in leveraging the platform for streamlined service management and support processes.
• Technical and leadership certification such as ITIL 4, CompTIA ITOps, HDAA CHDM, COBIT, PMP, Six Sigma.

Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace. We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request at [e-mail].