IT Service Desk Manager, India & APAC

Mobility Global; Gurugram District; Hybrid; INR 2,400,000 - 4,200,000; Full time

Benefits offered by this job

Competitive compensation

Health and wellness benefits

Retirement savings programs with match

Job summary

Mobility Global is building a Digital Experience organization with India playing a central role. The Service Desk Manager will lead 295+ teammates in Gurgaon, drive service quality, and partner with HR, Facilities, and security to ensure smooth operations across APAC locations.

You will own ticket health, CSAT, and SLA adherence while coaching staff, shaping a scalable support pipeline, and collaborating with global endpoints teams for device and identity management.

Qualifications

• 7–10 years of IT end-user support experience with 4+ years in service desk management.
• Bachelor’s/Master’s in CS/IT/Engineering; ITIL v4 Foundation preferred.
• Hands-on with Windows, macOS, iOS; Microsoft 365; modern endpoint mgmt.
• Experience hiring, coaching, and retaining technical staff in India.
• Proficient with ITSM tools (ServiceNow, Jira Service Management).
• Strong English communication and senior leadership stakeholder interaction.

Responsibilities

• Lead and develop L2/L3 onsite staff across multiple offices; manage performance and succession.
• Run day-to-day service desk operations with incident response and SLA attainment.
• Drive consistent end-user support experience with global Service Desk leadership.
• Partner with Talent Acquisition on requisitions and hiring decisions.
• Build scalable pipelines and coordinate onboarding/offboarding, site readiness.
• Collaborate on device deployment via Endpoint Management tools.
• Track operational health and translate metrics for senior leadership.
• Identify automation and self-service opportunities to reduce repeat work.
• Participate in regional continuity and disaster recovery planning.

Skills

End-user support

People leadership

Stakeholder management

Customer service mindset

English communication

Education

Bachelor's or Master's in Computer Science / IT / Engineering

ITIL v4 Foundation

ServiceNow Certified System Administrator

Microsoft 365 Certified: Modern Desktop Administrator

CompTIA A+

Apple Certified Support Professional

Tools

ServiceNow

Jira Service Management

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 own 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.

This is a hybrid role with in-office expectations determined by location and subject to change based on evolving business needs.

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.

Recruitment Fraud Alert

Mobility Global will never ask candidates to pay money at any stage of the hiring process, including for applications, interviews, background checks, training, or equipment. If you receive a suspicious communication or request for payment or personal financial information, please exercise caution and report it immediately.