IT Service Desk Manager

IT Service Desk Manager

A US-headquartered product company scaling its India hub, professionalising a service desk that has so far run informally

Location: Remote (India)

About the Company

The company has partnered with Flexiple to hire a Service Desk Manager who can bring structure — ticketing, SLAs, escalation paths — to a support function that has outgrown ad hoc fixes. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

Role Overview

As IT Service Desk Manager, you will formalise how the hub handles IT issues, from intake to resolution, while keeping the team's response times fast.

Key Responsibilities

Service Desk Operations

• Run day-to-day service desk operations across ticket queues, chat, and phone channels
• Own SLA performance — first-response time, resolution time, and reopen rate
• Build and maintain the knowledge base so common issues resolve at first contact

People & Process

• Hire, coach, and schedule a team of service desk analysts across shifts
• Run root-cause reviews on recurring incidents and push fixes upstream to infrastructure teams
• Report service desk metrics to IT leadership and flag capacity risks early

Ideal Candidate Profile

• 5 to 9 years in IT support or service desk roles, including 2+ years managing a team
• Working knowledge of ITSM ticketing tools and SLA-driven support models
• Comfortable coaching analysts on both technical fixes and customer-facing tone
• Clear written and spoken English and a reliable remote-work setup

Preferred Qualifications

• ITIL Foundation certification
• Experience running a multi-shift or follow-the-sun support model

What We Offer

• A genuine build mandate — you define the process, not just run one that already exists
• Remote-friendly, pan-India hiring with long-term placement
• Close visibility with engineering and workplace teams

Hiring Process

HR Screening → Assignment → Technical Round → Manager Round → Culture Fit

One application here is considered for this opening and the support leads the hub hires as it grows.