Service Desk Manager - Pune, India

ESP Global Services; Pune District; In loco; INR 1.200.000 - 2.400.000; Tempo pieno

Descrizione del lavoro

ESP Global Services Ltd in Pune, India is seeking a Service Desk Manager with a strong technical support background to lead day-to-day operations and drive first-line and escalation performance. You will build a skilled team, ensure 24/7 coverage, and manage incident and ticket processes with a focus on customer outcomes.

You'll own onboarding for new services, act as Escalation Manager, perform root cause analysis, and mentor analysts to improve KPIs.

Competenze

• 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).
• 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).

Mansioni

• 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.

Conoscenze

People management

Stakeholder management

Analytical mindset

Communication

Leadership

Technical depth

Formazione

ITIL Foundation certification

Strumenti

ServiceNow

Descrizione del lavoro

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

• 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.