IT Service Desk Manager

Coursera Inc.; Chennai; Hybrid; INR 1,800,000 - 3,600,000; Full time

Job summary

Coursera is seeking a Global IT Service Desk Manager to lead a geographically dispersed team and shape end-user support across regions. You will align ITSM with business goals and collaborate with global stakeholders to drive excellence in service delivery.

The role requires strategic vendor management, budget stewardship, and strong change leadership to improve security, productivity, and service quality. This is a full-time role with flexible working options that support a world-scale learning

Qualifications

• A minimum of 6 years of technical support and service management experience, with 3–4 years in a supervisory role.
• Experience managing Enterprise support in a large and complex web-based environment through ITIL principles.
• Proven track record of defining, managing, and exceeding support KPIs such as CSAT, Time to Resolution, SLAs, and backlogs.
• Experience leading organizational change initiatives with stakeholder engagement and communication strategies.
• Overseeing relationships with third-party vendors for asset inventory management and cost-savings implementations.
• Strong communication skills, both oral and written, with staff at various levels.
• Degree or equivalent experience, preferably in Information Technology.
• Extensive experience configuring & troubleshooting Mac OS & Windows 10+ and IT tools.
• Proficiency in service management tools and platforms.
• Technical and leadership certifications such as ITIL 4, CompTIA ITOps, COBIT, PMP, Six Sigma.

Responsibilities

• Lead, guide, and mentor a geographically dispersed team of IT support professionals, fostering a collaborative culture and ensuring a consistent end-user experience.
• Streamline IT Service Desk operations by developing and implementing efficient processes, monitoring KPIs, and ensuring timely incident resolution and request fulfillment per SLAs.
• Support strategic IT budget management, optimizing resources for maximum efficiency and contributing to organizational objectives through planning.
• Lead change with cross-functional collaboration to improve security, unlock productivity, and oversee workflows or projects within the IT Service Desk team.
• Drive global standards, SOPs, user experience enhancements, and continued digital transformation.
• Oversee development programs, conduct performance reviews, provide coaching, and establish clear career paths for the ServiceDesk team.

Skills

Oral and written communication

Leadership

Vendor management

ITIL / ITOps knowledge

Mac OS & Windows troubleshooting

Education

Information Technology degree or equivalent

Tools

IT service management tools

Job description

Coursera and Udemy are now one company, bringing together two mission-driven brands to create the world’s most powerful platform for turning learning into progress. Together, we help more than 300 million learners and 12,000+ enterprise customers build the skills they need for a world being reshaped by AI. Read more about the combined company by visiting our blog .

AI is transforming how people learn, work, and grow, and the need for new skills has never been greater. Coursera brings trusted content and credentials from leading university and industry partners, while Udemy brings a dynamic skills marketplace and global network of real-world experts. By combining these strengths, we can connect more people and organizations to the skills they need, when they need them.

Shape what comes next

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.

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, apply below.

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, apply below.

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, preferably 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].

COURSERA IS A U.S. GOVERNMENT CONTRACTOR AND WE ARE REQUIRED TO INQUIRE ABOUT CONFLICTS BEFORE WE CAN RECRUIT CURRENT OR FORMER GOVERNMENT EMPLOYEES. IF THIS APPLIES TO YOU, WE REQUEST A LETTER FROM YOUR SUPERIOR THAT THEY HAVE BEEN INFORMED ABOUT YOUR CONTACT WITH COURSERA (OR AS A FORMER EMPLOYEE, A LETTER STATING AN ETHICS OPINION WHICH IDENTIFIES ANY LIMITATIONS WHICH APPLY TO YOUR WORK IN THE PRIVATE SECTOR). THE LETTER SHOULD IDENTIFY ANY CONFLICTS OR POTENTIAL CONFLICTS, IF ANY EXIST.