Manager - ITS

Iris Software Inc.; Dadri; On-site; INR 1,500,000 - 2,000,000; Full time

Benefits offered by this job

World-class benefits for financial and health support

Job summary

Iris Software Inc. is seeking a Manager – IT ServiceDesk located in Noida, Uttar Pradesh, India. The successful candidate will manage daily IT service operations, IT asset management, and ensure quality support for users.

This role requires extensive experience in IT service management, proficiency in ITIL frameworks, and strong analytical skills in reporting. Iris provides competitive benefits to support employee well-being and growth.

Qualifications

• 12+ years of experience in IT Service Management.
• Proven experience in managing helpdesk operations.
• Hands-on expertise in creating dashboards and reports.

Responsibilities

• Manage day-to-day IT Service operations including Help Desk & Asset Management.
• Oversee ticket lifecycle and ensure SLA compliance.
• Prepare and maintain various MIS reports and performance analysis.

Skills

Helpdesk operations knowledge

MS Excel proficiency

IT asset management

ITIL framework knowledge

Strong communication skills

Education

Bachelor's degree in Computer Science / IT / Electronics

ITIL Foundation certification

Tools

ITSM tools (e.g., ServiceNow, Freshworks)

MS Office Suite

Job description

Job Title

Manager – IT ServiceDesk

Department

ITS

Location

Noida

Reporting To

Associate Director – IT Services

Experience Required

12+ Years

Role Overview

Responsible for managing day-to-day IT Service operations including Help Desk & Asset Mgmt, ensuring timely resolution of user issues, overseeing Asset Management, and maintaining service quality across onsite and offshore support teams. Having strong analytical, coordination, and reporting skills, with hands‑on expertise in ITIL & ITSM tools & processes, Excel‑based reporting, and IT Asset lifecycle management.

Key Responsibilities

Helpdesk Operations

• Supervise and lead the IT Helpdesk team (L1/L2 engineers), ensuring SLAs and response times are consistently met.
• Oversee ticket lifecycle in ITSM tool from logging and assignment to closure.
• Monitor recurring incidents and coordinate with respective teams (Network, Server, Intune, etc.) for permanent fixes.
• Manage escalation handling and communication for critical issues.
• Handle daily/weekly syncups & reporting.
• Able to manage multiple stakeholders & leadership connects.

Asset Management

• Maintain and update IT asset inventory for all hardware and software assets.
• Ensure asset tagging, movement tracking, and compliance with organizational asset policies.
• Coordinate with procurement, finance & facilities teams for new purchases, disposals, and renewals.
• Asset projection planning & reporting.

Reporting & Analysis

• Prepare and maintain daily, weekly, and monthly MIS reports in Excel (SLA metrics, issue trends, asset health, etc.).
• Analyze helpdesk performance data to identify process gaps and areas of improvement.
• Proficient in creating & modifying ITSM dashboards (e.g., ServiceNow, Freshworks).
• Proficiency in IT operations matrices.
• Present operational performance reports to management on a periodic basis.

Team & Process Management

• Conduct regular syncs with onsite and offshore support teams.
• Drive user satisfaction through process improvements and proactive communication.
• Support internal audits and ensure adherence to ITIL and ISMS processes.
• Able to manage 24×7 operations spread across multiple locations in US & India.

Required Skills & Competencies

• Strong knowledge of helpdesk operations and ticketing systems (Support Hub or equivalent).
• Proficiency in MS Excel (Pivot, VLOOKUP, dashboards, and trend analysis).
• Experience with IT asset management tools and lifecycle tracking.
• Excellent communication, coordination, and problem‑solving skills.
• Working knowledge of ITIL framework and incident management practices.
• Ability to work under pressure and manage multiple priorities.
• AI prompting, MIS & dashboarding experience.
• Excellent verbal and written communication skills.

Education & Certifications

• Bachelor’s degree in Computer Science / IT / Electronics or equivalent.
• ITIL Foundation certification preferred.
• Asset or Service Management tool certification (optional, preferred).

Benefits

Iris provides world‑class benefits for a personalized employee experience. These benefits are designed to support financial, health and well‑being needs of Irisians for a holistic professional and personal growth. Click here to view the benefits.