IT Service Desk Manager, India & APAC

R.L. Polk Private Limited; Gurugram District; On-site; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Competitive compensation

Health benefits

Retirement savings plan

Job summary

Mobility Global in Gurgaon is seeking a Service Desk Manager to lead onsite L2/L3 support, own service quality for 295+ teammates, and collaborate with HR, Facilities, Security, Procurement, and global IT teams.

You will build scalable processes, mentor staff across APAC, manage incidents and requests to SLA, and report health metrics to senior leadership.

Qualifications

• 7–10 years of IT end-user support experience
• 4+ years direct management of service desk/desktop support
• ITIL v4 Foundation
• ServiceNow, Microsoft 365, and hardware/software certifications
• Proven hiring and retention experience in the Indian market
• Strong knowledge of Windows 11, macOS, iOS, and endpoint management workflows
• Excellent written and spoken English, with stakeholder engagement across time zones
• Willingness to work across multiple offices/geographies

Responsibilities

• Lead, coach, and develop onsite L2/L3 support staff across offices
• Manage day‑to‑day service desk operations including incident response and escalations
• Maintain consistent end-user support experiences across time zones
• Partner with Talent Acquisition for requisitions and hiring decisions
• Build scalable talent pipelines to support business growth
• Be primary IT contact for HR, Facilities, Workplace Experience, and Procurement in-region
• Coordinate with Endpoint Management and Systems & Collaboration teams to deploy devices and identities
• Track operational health: ticket volume, SLA, CSAT, first-contact resolution, trends

Skills

IT end-user support

Team leadership

English communication

Education

Bachelor's or Master's in CS/IT/Engineering/MBA

Tools

ServiceNow

Jira Service Management

Microsoft 365

Intune

JAMF

Workspace ONE

Job description

Why Mobility Global? At Mobility Global, our mission is to provide trusted information that helps billions of people build, sell, and own vehicles with confidence. As we shape the next generation of automotive intelligence through innovation, AI, and industry-leading data, we're creating new opportunities for our customers, our business, and our people.

Role Summary

Mobility Global is a newly independent technology company building a Digital Experience organization where India will play a central role. The Service Desk Manager is the senior end-user technology leader for our Gurgaon hub and the people leader for onsite L2 and L3 support staff across multiple APAC locations. You will owned service quality for 295+ teammates in Gurgaon and a growing regional footprint, partner closely with HR, Facilities, Information Security, Procurement, and our global Endpoint Management, Systems & Collaboration, and Identity teams, and report directly to the Director, Digital experience in the United States.

Key Responsibilities

• Lead, coach, and develop L2 and L3 onsite support staff across multiple offices — performance management, scheduling, retention, and career growth.
• Run day-to-day service desk operations for Gurgaon and partner offices: incident response, request fulfilment, escalations, on-call rotation, and after-hours coverage to defined SLA and CSAT targets.
• Drive a single, consistent support experience with Global Service Desk leadership — shared queues, standard runbooks, warm handoffs across time zones.
• Partner with Talent Acquisition on requisitions, technical screening, and final hiring decisions.
• Build a pipeline that scales with the business.
• Serve as the primary IT point of contact for HR, Facilities, Workplace Experience, Information Security, and Procurement in-region — onboarding, offboarding, office moves, equipment readiness, AV and meeting rooms, site readiness.
• Partner with Endpoint Management Core (JAMF, Intune, Workspace ONE) and Systems & Collaboration to deploy and support devices, identities, and tools to global standards.
• Track and report operational health — ticket volume, SLA, CSAT, first-contact resolution, problem trends — and translate the numbers into clear narratives for senior leadership.
• Identify automation, self-service, and knowledge opportunities to reduce repeat work.
• Participate in regional business continuity and disaster recovery planning for end-user technology.

Required Qualifications

• 7 to 10 years of IT end-user support experience, including 4+ years directly managing a service desk, desktop support, or onsite IT team — ideally across multiple offices or geographies.
• Bachelor’s or Master’s degree in computer science, IT, Engineering, or a related field (B.Tech, B.E., BCA, MCA, or MBA acceptable).
• ITIL v4 Foundation strongly preferred.
• ServiceNow Certified System Administrator, Microsoft 365 Certified: Modern Desktop Administrator, CompTIA A+, Apple Certified Support Professional.
• Proven experience hiring, coaching, and retaining technical support talent in the Indian market, with familiarity around notice-period and offer-management dynamics.
• Strong working knowledge of Windows 11, macOS, and iOS; Microsoft 365; and modern endpoint management (Intune, JAMF, or Workspace ONE).
• Hands-on with enterprise ITSM platforms (ServiceNow, Jira Service Management, or equivalent); comfortable using data and dashboards to manage the work.
• Exceptional customer service mindset, and the ability to instill it in your team, is a MUST.
• Excellent written and oral English communication; comfortable presenting to senior leadership and partnering across time zones.
• Strong stakeholders, project, and time management; thrive in a fast-paced, globally distributed environment.
• Candidates currently serving notice period or with shorter notice are welcomed; strong candidates considered regardless of notice length.

What’s In It for You

• Competitive compensation package, including base salary and incentive opportunities where applicable.
• Comprehensive health and wellness benefits for employees and eligible dependents.
• Retirement savings programs, including company matching contributions where available.

Equal Opportunity Employer Mobility Global is proud to be an Equal Opportunity Employer. We value diverse perspectives and are committed to fostering an inclusive workplace where everyone is respected, supported, and empowered to succeed. We provide reasonable accommodation throughout the hiring process and employment for qualified individuals with disabilities.

Mobility delivers Essential Intelligence that shapes decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.