Service Desk Manager

Responsibilities

• Establish and manage end-to-end Service Desk operations, including SOPs, escalation matrices, and governance frameworks
• Design, implement, and optimize ITSM ticketing workflows using tools such as Jira, Zendesk, Freshdesk, or ServiceNow
• Own Incident, Problem, Change, and Crisis Management for business-critical and customer-facing systems
• Define, track, and improve KPIs, SLAs, CSAT, dashboards, and operational metrics
• Build and lead a Service Desk team, including agent onboarding, training, performance management, and knowledge management
• Ensure high availability and quick resolution in 24x7 / high-uptime environments
• Act as a bridge between Service Desk, Development, QA, and DevOps teams
• Drive continuous service improvement initiatives aligned with ITIL best practices
• Manage communication with internal stakeholders and senior leadership during incidents and escalations

Requirements

• 10+ years of overall IT experience
• 5+ years in Service Desk / IT Operations leadership roles
• Strong hands-on experience with ITSM tools: Jira, Zendesk, or Freshdesk
• In-depth knowledge of ITIL v4 frameworks and best practices
• Proven experience supporting customer-facing, mission-critical systems
• Strong stakeholder management, communication, and crisis-handling skills
• Experience working in FinTech, BFSI, or regulated environments is highly preferred