Service Desk Manager

Xceedance; Dadri, Gurugram District; Hybrid; INR 1,200,000 - 2,400,000; Full time

Job summary

Xceedance is seeking a Service Management and Operations leader to create an integrated support model across application and infrastructure help desks, EUC, workplace, cloud, and resolver teams with clear ownership and escalation paths.

You will drive SLA/KPI performance, customer satisfaction, operational stability, regulatory readiness, automation and user-experience outcomes, acting as the primary interface for customers, leadership, delivery teams, vendors and stakeholders.

Qualifications

• ITIL knowledge and operational process discipline.
• Lead major incidents, RCA, problem elimination and change governance.
• Experience with multi-vendor coordination and service transition.
• Strong reporting using dashboards, trends and executive presentations.
• Excellent written, verbal, stakeholder and executive communication.
• People leadership, coaching, workload planning and commercial awareness.

Responsibilities

• Create an integrated support model across application, infrastructure, EUC, workplace, cloud and resolver teams with clear ownership and escalation paths.
• Provide reliable, secure, and business-aligned services supporting insurance operations across policy, underwriting, broking, claims and finance.
• Drive SLA and KPI performance, customer satisfaction, operational stability, regulatory and audit readiness, service improvement and automation.
• Act as the accountable operational interface for customers, internal leadership, delivery teams, vendors and stakeholders.
• Oversee ITSM and service desk leadership including endpoint, VDI, MS 365 and collaboration support.
• Lead self-service, automation, virtual agents and knowledge management to improve user experience.

Skills

ITIL knowledge

Incident management

Stakeholder management

Analytical thinking

Communication

Leadership

Automation mindset

Tools

ServiceNow

Jira

Zendesk

Remedy

Freshservice

Datadog

Job description

Role & responsibilities

• Create an integrated support model across application help desk, infrastructure help desk, EUC, workplace, cloud, and resolver teams, with clear ownership and effective escalation paths.
• Provide reliable, secure, and business-aligned services supporting insurance operations across policy, underwriting, broking, claims, reinsurance, actuarial, finance, and customer-service functions.
• Drive SLA and KPI performance, customer satisfaction, operational stability, regulatory and audit readiness, service improvement, automation, and user-experience outcomes.
• Act as the accountable operational interface for customers, internal leadership, delivery teams, vendors, and business stakeholders.

Service Management and Operations

• Strong ITIL knowledge and operational process discipline
• Major incident leadership, RCA, problem elimination and change governance
• Service transition, operational readiness and multi-vendor coordination
• SLA, KPI, OLA, risk, compliance and continual-improvement management Service Desk, EUC, DSS and WPS
• Application and infrastructure help desk leadership
• Endpoint, VDI, Microsoft 365, collaboration, mobility and workplace support
• Self-service, automation, virtual agent, AI assistance, knowledge management and shift-left
• User experience, FCR, MTTR, backlog and productivity improvement

Tools and Technology

• ITSM tools such as ServiceNow, Jira, Zendesk, Remedy or Freshservice
• Monitoring and observability tools such as Datadog or comparable platforms
• Working knowledge of cloud, hybrid infrastructure, logs, integrations, interfaces and batch processes
• Strong reporting skills using dashboards, trends, metrics and executive presentations Leadership and Communication
• Excellent written, verbal, stakeholder and executive communication
• Customer relationship, expectation, escalation and conflict management
• Analytical problem-solving, decision-making and structured execution
• People leadership, coaching, workload planning and commercial awareness

Service Desk, EUC, DSS and WPS

• Application and infrastructure help desk leadership
• Endpoint, VDI, Microsoft 365, collaboration, mobility and workplace support
• Self-service, automation, virtual agent, AI assistance, knowledge management and shift-left
• User experience, FCR, MTTR, backlog and productivity improvement

Leadership and Communication

• Excellent written, verbal, stakeholder and executive communication
• Customer relationship, expectation, escalation and conflict management
• Analytical problem-solving, decision-making and structured execution
• People leadership, coaching, workload planning and commercial awareness