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 employee experience

Job summary

Iris Software, Inc. is hiring a Manager – IT ServiceDesk to oversee day-to-day IT Service operations in Noida. The role demands strong leadership skills to manage help desk activities, asset management, and maintain service quality across both onsite and offshore support teams.

Candidates should have over 12 years of experience in IT service management, with a strong emphasis on analytics, coordination, and ITIL practices. The position offers comprehensive benefits for personal and professional growth.

Qualifications

• 12+ years of experience in IT Service Management.
• Experience managing day-to-day IT Service operations.
• Strong analytical and reporting skills.

Responsibilities

• Supervise L1/L2 IT Helpdesk team ensuring SLAs are met.
• Maintain IT Asset inventory for software and hardware.
• Prepare daily, weekly, and monthly MIS reports in Excel.
• Conduct regular syncs with support teams across locations.

Skills

Helpdesk operations knowledge

MS Excel proficiency

IT Asset Management experience

Excellent communication skills

Problem-solving skills

ITIL framework knowledge

AI Prompting

Dashboarding

Education

Bachelor’s degree in Computer Science / IT / Electronics

ITIL Foundation certification

Asset or Service Management tool certification

Job description

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 Management, 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, 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 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 team 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.
• 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).

Perks and 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 holistic professional and personal growth. Click here to view the benefits.