Manager - ITS

Iris Software; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Iris Software is looking for a Manager IT ServiceDesk to oversee the helpdesk operations and manage day-to-day IT service activities. The role includes supervising the IT helpdesk team, ensuring SLA compliance, and preparing detailed performance reports.

The ideal candidate should possess over 12 years of experience, hold a Bachelor's degree in IT-related fields, and preferably have ITIL certifications. Expertise in ITSM tools like ServiceNow is also beneficial.

Qualifications

• 12+ years of experience required in IT Service operations.
• Strong analytical and reporting skills essential.
• Hands-on expertise in ITIL ITSM tools and asset management.

Responsibilities

• Manage day-to-day IT Service operations for the Helpdesk team.
• Oversee ticket lifecycle management in ITSM Tool.
• Coordinate with multiple teams for incident resolution.
• Prepare and maintain MIS reports in Excel.
• Drive user satisfaction and manage internal audits.

Skills

Analytical skills

Coordination skills

ITIL ITSM Tools Processes

Excel-based reporting

IT Asset lifecycle management

Education

Bachelor's degree in Computer Science / IT / Electronics

ITIL Foundation certification

Asset or Service Management tool certification

Tools

ServiceNow

Freshworks

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.
• 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.
• Handle assets 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 modification of ITSM dashboarding (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.
• Manage 24*7 operations spread across multiple locations in US and India.

Education and Certifications

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