Service Desk Engineer Manager

Cloud Counselage Pvt Ltd; Mumbai; Hybrid; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Attractive compensation package

Growth opportunities

Leadership role

Job summary

A technology solutions provider in Mumbai is seeking a Service Desk Engineer Manager to lead the IT support function. In this role, you will manage the service desk operations and team, drive improvements to enhance customer satisfaction, and ensure timely resolutions for IT support tickets. The ideal candidate will have a relevant degree and 5+ years of experience in IT service desk roles, including management responsibilities. This position offers an attractive compensation package and growth opportunities.

Qualifications

• Proven experience managing IT support teams and service desk operations.
• Strong knowledge of service desk tools, incident management, and ITIL principles.
• Excellent leadership, communication, and organizational skills.

Responsibilities

• Manage the service desk team, ensuring timely and accurate resolution of IT support tickets.
• Develop and implement strategies to improve service desk performance.
• Serve as the escalation point for critical incidents.
• Monitor team performance and ensure continuous professional development.

Skills

Leadership skills

Communication skills

Organizational skills

Service desk tools knowledge

ITIL principles

Education

Bachelor's or Master's degree in computer science, IT, or related field

Tools

Service desk tools

Job description

About the job Service Desk Engineer Manager

As a Service Desk Manager, you will oversee the entire service desk team, ensuring efficient and timely resolution of IT issues across the organization. You will be responsible for managing service desk operations, driving improvements, and ensuring a high level of customer satisfaction.

What's for the Candidate:

• Leadership role with responsibility for the IT support function.
• Opportunities to lead a team and shape the IT service desk strategy.
• Attractive compensation package and growth opportunities.
• Influence on the development of service desk operations and processes.

Key Responsibilities:

• Manage the service desk team, ensuring timely and accurate resolution of IT support tickets.
• Develop and implement strategies to improve service desk performance, reducing resolution times and improving user satisfaction.
• Oversee the development and updating of the service desk knowledge base, standard operating procedures, and best practices.
• Serve as the escalation point for critical incidents, ensuring prompt resolution and coordination with other IT teams.
• Monitor team performance and ensure continuous professional development for service desk staff.

Requirements:

• Proven experience managing IT support teams and service desk operations.
• Strong knowledge of service desk tools, incident management, and ITIL principles.
• Excellent leadership, communication, and organizational skills.
• Familiarity with enterprise-level IT systems, networking, and security best practices.
• Bachelor's or Master's degree in computer science, IT, or a related field, with 5+ years of experience in IT service desk roles, including management experience.

Job Location: Remote/Hybrid/In-Office

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