RSM's North American Sales (NAS) team is building a world-class AI-powered sales platform — the Growth AI Ecosystem — running on Microsoft Copilot Studio, integrated with SalesMate CRM, Salesloft, Loopio, and Azure. We are establishing a dedicated India-based support and delivery team to scale this platform across North American Sales.
The Growth AI L1 Service Desk Manager is a critical leadership hire within that India team. You will own the day-to-day service desk operations for the Growth AI platform — leading a team of L1 analysts, managing service quality and ITSM/ITOM queue discipline, and serving as the administrative people manager for the Platform SRE, Backend & Integration Engineer, and Data Platform Engineer within the local team structure.
This is a governance and operational leadership role — not a technical engineering position. You will create order, consistency, and quality across a fastmoving AI support environment while protecting specialist engineering capacity and maintaining strong relationships with RSM enterprise partner teams.
This role is focused on service governance and operational leadership. To be clear on boundaries:
- Does not own platform architecture, engineering design, or technical backlog priorities.
- Does not replace the technical authority of the Growth AI Platform Engineering Leader.
- Does not independently approve privileged access, M365 security policy, Azure foundation, or CRM platform changes.
- Does not redefine engineering priorities outside agreed severity and service-handling rules.
Service Desk Operations
- Own daily queue health — case aging, triage quality, response discipline, and shift handoffs.
- Define and enforce escalation timing, categorization standards, and routing rules.
- Manage shift coverage, support windows, and daily operational readiness across the team.
- Lead daily, weekly, and monthly operational reviews for queue health and SLA attainment
People & Team Leadership
- Supervise L1 analysts — readiness, quality, coaching, and process compliance.
- Serve as administrative manager for the three specialist engineers: attendance, scheduling, leave, development planning, and org alignment.
- Protect specialist engineering capacity — prevent engineers from being absorbed into generic L1 work.
- Incorporate technical performance feedback from the Platform Engineering Leader into reviews and development plans.
Routing, Escalation & Partner Coordination
- Ensure tickets are routed correctly to M365, Azure, Platform CoE, CRM/Dataverse, IAM, or the appropriate engineer.
- Coordinate escalation for platform availability issues, integration failures, access issues, and cross-team incidents.
- Resolve routing disputes; maintain healthy operating relationships with enterprise partner teams.
Incident & Communication Management
- Coordinate incident handling — bridge setup, communication timelines, escalation, and post-incident follow-up.
- Ensure severity-based escalation occurs on time with accurate information.
- Convert recurring issues into problem records, runbook updates, or automation candidates
Knowledge, Metrics & Board Administration
- Own the quality of the service desk knowledge base, routing matrix, runbooks, and alert handoff rules
- Administer the Azure DevOps board structure — work-item hygiene, templates, tags, and traceability.
- Produce and track service metrics: intake volume, aging, routing accuracy, first-response time, reopen rate, and SLA attainment.
Compliance & Control Discipline
- Ensure access, license, and security tickets follow the correct approval and enterprise control model.
- Maintain audit-ready evidence for controlled requests and sensitive operational actions.
- Prevent unapproved shortcuts that create security, compliance, or separation-of-duties risk
EDUCATION/CERTIFICATIONS
Required
- Experience managing a service desk, support team, or IT operations function
- Strong understanding of incident, request, problem, and knowledge management (ITSM)
- Service metrics, queue operations, workforce coverage, and ticket quality discipline
- Working knowledge of M365 support models and access/licensing request handling
- Working knowledge of Azure support concepts and cloud-hosted application operations
- Strong communication, coaching, and stakeholder-management skills
Preferred
- Experience supporting cloud platforms, AI services, or enterprise applications
- Background in an offshore, managed service, or India-based delivery environment
- Familiarity with ITIL, ServiceNow, and Azure DevOps Operational reporting, workforce planning, and service quality management experience
- Exposure to integration support, data platform operations, or CRM/Dataverse environments
- ITIL Foundation or equivalent certification is a plus
TECHNICAL/SOFT SKILLS
- Strong operating discipline and ability to create order in a multi-team, fast-moving environment.
- Sound judgment under incident pressure — calm, structured, and decisive.
- Strong accountability for service quality and clear process ownership.
- Excellent coaching and people management capability —builds team capability over time.
- Ability to navigate ambiguity without losing process rigor.
- Confident stakeholder communication across the India team, US platform teams, and enterprise partners
EXPERIENCE
- 8 to 10 years of relevant Experience.
