Service Desk Manager - Pune, India

ESP Global Services; Maharashtra; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

ESP Global Services in Maharashtra seeks a Service Desk Manager to lead day-to-day operations, drive first-line and escalation performance, and build a technically skilled analyst team delivering excellent customer outcomes. You will own incident management, ticket quality, and KPI adherence, while guiding 24/7 coverage and on-call rotations.

You will also oversee onboarding for new services, conduct root-cause analyses, and communicate updates to senior stakeholders as the escalation point.

Qualifications

• 5+ years' experience managing a Service Desk or technical support team in an IT Services environment.
• Solid hands-on background in technical/IT support; understand the systems your team troubleshoots.
• Strong knowledge of ITSM ticketing and call management systems (ServiceNow).
• Experience in incident management, root cause analysis, and escalation handling.
• Proven people management experience leading a large technical team.
• Strong stakeholder management and the ability to translate technical issues for non-technical audiences.
• Analytical mindset with ability to deep-dive into performance data and strategy.
• ITIL Foundation certification (minimum).

Responsibilities

• Lead and develop a team of support analysts across systems, platforms, and processes.
• Own the team's performance, call quality, first-contact resolution, productivity, and SLAs.
• Manage shift rosters and resourcing for 24/7 coverage including on-call.
• Monitor incident and ticket management against ITSM processes; identify skill gaps and train.
• Own onboarding and technical readiness for new services and customers.
• Act as Escalation Manager for incidents, coordinating with resolver groups until resolution.
• Lead root cause analysis on recurring issues.
• Manage performance through KPIs, feedback, and 1:1s.
• Stay current on supported technologies and build technical depth.

Skills

Team leadership

ITIL Foundation

ServiceNow

Incident management

Stakeholder management

Analytical mindset

Communication skills

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

Brief Description We're looking for a Service Desk Manager with a strong technical support background to lead the day-to-day operations of our Service Desk. You'll drive first line and escalation support performance, keep incident and ticket management sharp, and build a team of technically skilled analysts who deliver excellent customer outcomes, all while acting as the go-to escalation point when things get critical.

Brief Description We're looking for a Service Desk Manager with a strong technical support background to lead the day-to-day operations of our Service Desk. You'll drive first line and escalation support performance, keep incident and ticket management sharp, and build a team of technically skilled analysts who deliver excellent customer outcomes, all while acting as the go-to escalation point when things get critical.

What You’ll Do

• Lead and develop a team of technical and non-technical support analysts, ensuring they're fully trained across all supported systems, platforms, and processes
• Own the team's technical performance call/ticket quality, first-contact resolution, productivity, and adherence to SLAs
• Manage shift rosters and resourcing to maintain 24/7 coverage, including on-call and after-hours support
• Monitor incident and ticket management against defined ITSM processes, identifying technical skill gaps and rolling out targeted training
• Own onboarding and technical readiness for new services and customers transitioning into the Service Desk, ensuring a smooth path to steady state support
• Act as Escalation Manager for incidents and service impacting issues, driving technical triage, coordinating with resolver groups, and keeping stakeholders updated until resolution.
• Lead root cause analysis on recurring issues.
• Manage performance against KPIs, feedback, and monthly 1:1s
• Stay current on the technologies and platforms your team supports, and keep building your own technical depth.

Requirements

What You’ll Bring

• 5+ years' experience managing a Service Desk or technical support team in an IT Services environment
• Solid hands-on background in technical/IT support you understand the systems your team troubleshoots, not just the process around them
• Strong knowledge of ITSM ticketing and call management systems (ServiceNow experience)
• Experience in incident management, root cause analysis, and escalation handling
• Proven people management experience leading a large technical team
• Strong stakeholder management and the ability to translate technical issues for non-technical audiences
• Analytical mindset comfortable deep-diving into technical/performance data as well as owning the bigger strategic picture
• ITIL Foundation certification (minimum)

A Few Things to Know

This role supports a 24/7 service desk, so flexibility for out-of-hours emergencies, escalations, and on-call rotations is essential. You'll lead from the front line, working hands-on with your team's technical queue while collaborating with an internationally distributed team across multiple time zones.