Service Desk Manager

Right Move; Pune District; On-site; INR 2,250,000 - 2,750,000; Full time

Job summary

Right Move is seeking a seasoned Service Desk Manager for a 24/7 managed services engagement across Bangalore, Pune and Ahmedabad. You will lead Team Leads and Analysts, own incident and change processes, and ensure SLA/KPI achievement while driving CSAT and continual service improvement.

You will partner with client leadership to deliver CSI, automation and cost-efficient service, with the ability to manage complex incidents and complex customer requirements in a high-velocity environment.

Qualifications

• Bachelor’s degree in Engineering, IT or Computer Science (or equivalent); MBA is an advantage.
• Strong command of ITSM processes (Incident, Problem, Change, Request, Knowledge) and tools such as ServiceNow, Remedy or equivalent, with telephony/ACD and WFM tools.
• Hands-on understanding of end-user technologies: Windows, macOS, Microsoft 365, identity/MFA, VPN, endpoint and collaboration tools.
• Proven capability in people management, conflict resolution, attrition control and building high-performing teams.
• Strong analytics and reporting skills, with ability to communicate with numbers to senior stakeholders.
• Excellent client-facing, negotiation and executive communication skills.
• Ownership and closure orientation; follows through on commitments with discipline.
• Calm decision-making under pressure during major incidents and escalations.
• Customer-centric mindset with continual improvement and innovation focus.
• Strategic planning, forecasting and cost-awareness.

Responsibilities

• Own day-to-day service desk operations and ensure SLA adherence.
• Lead Major Incident bridges and post-incident reviews.
• Plan staffing, shift rosters, forecasting and utilization across shifts; manage attrition backfills.
• Lead, coach and mentor Team Leads and analysts; manage KRAs and performance reviews.
• Define and mature incident, problem and change processes aligned to ITIL; CSI.
• Drive shift-left, self-service, automation and knowledge-centered service to improve FCR.
• Lead weekly/monthly service reviews and executive dashboards; analyze ticket trends.
• Ensure compliance with SOW/MSA, information-security policies and audits.

Skills

ITSM processes

People management

Executive communication

Analytical skills

Education

Bachelor’s degree in Engineering/IT/CS

MBA

Tools

ServiceNow

Remedy

WFM tools

Telephony/ACD

Job description

We are looking for a Service Desk Manager for one of our esteemed clients in Bangalore/ Pune/Ahmedabad having experience into Service Desk Management , ITIL | ServiceNow | SLA/KPI Management | Incident Management | Team Leadership | Infrastructure Support | CSAT | Service Improvement.

Exp: 15+ years ( Min 3 Years as a Manager on Paper)

CTC: Up to 25 LPA

Shifts : - US Shifts

Job Description: -

Role Summary

The Service Desk Manager owns end-to-end delivery of the IT service desk (voice, chat, email, portal ) for a 24/7 managed services engagement. The role leads Team Leads and Service Desk Analysts, acts as the escalation point for incidents and requests, and is accountable for SLA/KPI achievement, customer satisfaction, quality, cost and team health. The Manager partners with the client’s senior leadership and Wipro delivery leadership to drive predictable, compliant and continually improving service.

Key Responsibilities

• Operations & SLA: Own day-to-day service desk operations; ensure SLA, OLA and KPI adherence (FCR, MTTR, abandon rate, backlog ageing, reopen rate, CSAT).
• Escalation & Major Incidents: Act as escalation point for all requests, incidents and complex user issues; lead Major Incident bridges, communications and post-incident reviews.
• Resource & Shift Planning: Plan staffing, shift rosters, forecasting and utilization across rotating, night, on-call and weekend shifts; work with WMG/TA on demand, ramp-up and attrition backfills.
• People Leadership: Lead, coach and mentor Team Leads and analysts; set KRAs, run performance reviews and succession plans; manage attrition, engagement and skill development.
• Process & ITIL Governance: Define and mature incident, request, problem and change processes aligned to ITIL; review the service catalog, escalation matrix and knowledge base for continuous service improvement (CSI).
• Automation & Shift-Left: Drive shift-left, self-service, chatbot/virtual agent, automation and knowledge-centered service to deflect volume and improve first-contact resolution.
• Client Management & Reporting: Lead weekly/monthly service reviews, QBR inputs and executive dashboards; analyze ticket trends to present insights and corrective actions to client and Wipro leadership.
• Governance & Compliance: Ensure compliance with contractual commitments (SOW/MSA), information-security policies, internal and external audits, and Wipro systems and processes (WiproOne, DigiQ, HR/IT systems, legal and compliance requirements).
• Financials & Continuity: Manage project financials, utilization and cost optimization within the engagement budget; support business continuity and DR planning for the service desk.
• Cross-Functional Collaboration: Collaborate with L2/L3, infrastructure, security, vendor and application teams to ensure seamless hand-offs and faster resolution.

Required Skills & Qualifications

• Bachelor’s degree in Engineering, IT or Computer Science (or equivalent); MBA is an advantage.
• Strong command of ITSM processes (Incident, Problem, Change, Request, Knowledge) and tools such as ServiceNow, Remedy or equivalent, with telephony/ACD and WFM tools.
• Hands-on understanding of end-user technologies: Windows, macOS, Microsoft 365, identity/MFA, VPN, endpoint and collaboration tools.
• Proven capability in people management, conflict resolution, attrition control and building high-performing teams.
• Strong analytics and reporting skills, with ability to communicate with numbers to senior stakeholders.
• Excellent client-facing, negotiation and executive communication skills.
• Ownership and closure orientation; follows through on commitments with discipline.
• Calm decision-making under pressure during major incidents and escalations.
• Customer-centric mindset with continual improvement and innovation focus.
• Strategic planning, forecasting and cost-awareness.

Working Arrangement

• 24/7 managed services engagement (rotating shifts, night, on-call, weekend coverage).
• Core business hours aligned to US Pacific Time Zone; fully work-from-office.
• Client location: Hyderabad, India; ODC locations: Bangalore and Chennai.

Success Measures

SLA/KPI compliance, CSAT, FCR and ticket-deflection improvement, backlog ageing, attrition and bench/utilization, audit and compliance adherence, and delivery of CSI and automation initiatives