Service Desk Manager

Creative ITC; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Creative ITC in Bengaluru is seeking a Local Service Desk Lead to build and grow a brand-new team within our global department. You will serve as the lead point of contact and escalation for the Service Desk during shifts, ensuring 24/7 operational coverage and effective handovers across the distributed desk.

You will mentor L1 and L2 engineers, drive adherence to ITSM processes, monitor SLAs and KPIs, and collaborate with the PMO to define services for new customers.

Qualifications

• IT service management experience with focus on ITIL processes.
• Proven ability to lead and scale a 24/7 operation.
• Experience working with international clients (UK/global).
• Excellent verbal and written communication skills.

Responsibilities

• Meet or exceed all SLAs, XLAs and KPIs for the Service Desk team.
• Lead by example to deliver outstanding technical support and customer experience.
• Ensure L2 service desk is trained and resourced for operations.
• Ensure accurate and timely customer communications from L1/L2 teams.
• Onboard new customers and collaborate with PMO to define services.
• Mentor L2 engineers to grow into subject matter experts and advance L1 to L2 roles.
• Conduct regular one-on-one meetings with team members.
• Maintain ITSM tooling and enforce ticket logging quality standards.

Skills

Leadership

Customer-focused

Communication

Strategic planning

Education

ITIL qualification

Experience managing 24/7 operation

Tools

Microsoft technologies

VMware Horizon/VDI

Azure

AWS

M365

Backup/DR solutions

Job description

POSITION SUMMARY

• Local leader responsible for growing a brand-new Service Desk team within an established global department.
• Serve as the lead point of contact and escalation point for the Service Desk during shift days.
• Ensuring 24/7 & 365 operational coverage for the Service Desk during shift days.
• Ensure seamless continuity and handover across the globally distributed Service Desk, and act as the local champion and key global communicator.
• Support the local L1 & L2 teams in meeting KPIs and pursuing personal development objectives.
• Ensuring all ITSM and monitoring systems are maintained in accordance with SLA objectives.
• Ensuring all incidents and service requests raised follow correct management processes and that team members are kept up to date with all service improvements on a continual basis

EDUCATION AND EXPERIENCE

• Demonstrated ability to invest in others and in continual improvement.
• Experience in a similar role.
• Experience of managing a 24/7 operation.
• ITIL qualifications are desirable.
• Experience of working with a UK and international client base.
• Excellent verbal and written communication skills.
• Knowledge across Microsoft technologies, VMware/Omnissa Horizon/VDI, cloud platforms (Azure, AWS, M365), and backup/DR solutions.

KEY JOB ELEMENTS

• Ensure all SLAs, XLAs, and individual KPIs for the Service Desk team are met or exceeded.
• Set the example delivering outstanding technical support and customer experiences.
• Ensuring that the L2 service desk is adequately trained and resourced to cover operational responsibilities.
• Ensure customer communication from the L1 & L2 service desk is accurate, timely, and meets all internal standards.
• Ensure that all new customers are set up and onboarded effectively and collaborate with the PMO to define services as required.
• Support L2 engineers’ knowledge and development, helping them to grow into subject matter experts, and similarly help L1 engineers to grow into L2 roles.
• Conduct regular 1:1 meetings with team members.
• Ensure that ITSM tooling is up to date and all team members follow quality requirements for ticket logging.

PERSON SPECIFICATION

• Process-driven and rigorous in approach.
• Excellent organisational skills with the ability to manage tasks and priorities.
• Demonstrated ability to develop new skills in themselves and others.
• A commitment to solutions with proven problem-solving skills.
• Positive demeanour.
• Team-oriented with a quarterback mentality.

We are an equal opportunity employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to creating an inclusive environment where everyone can thrive.