Manager - ITS

Job Description

Job Title: Manager - IT ServiceDesk
Department: ITS
Location: Noida
Reporting To: Associate Director - IT Services
Experience Required: 12+ Years

Role Overview
Responsible for managing day-to-day IT Service operations including Help Desk & Asset Mgmt, ensuring timely resolution of user issues, overseeing Asset Management, and maintaining service quality across onsite and offshore support teams. Having strong analytical, coordination, and reporting skills, with hands on expertise in ITIL & ITSM Tools & Processes, Excel-based reporting, and IT Asset lifecycle management.

Key Responsibilities
Helpdesk Operations
. Supervise and lead the IT Helpdesk team (L1/L2 engineers), Lead to ensure SLAs and response times are consistently met.
. Oversee ticket lifecycle in ITSM Tool, From logging and assignment to closure.
. Monitor recurring incidents and coordinate with respective teams (Network, Server, Intune, etc.) for permanent fixes.
. Manage escalation handling and communication for critical issues.
. Handle Daily/weekly Syncups & Reporting
. Able to manage multiple stakeholders & leadership connects
Asset Management
. Maintain and update IT Asset inventory for all hardware and software assets.
. Ensure asset tagging, movement tracking, and compliance with organizational asset policies.
. Coordinate with Procurement, Finance & facilities team for new purchases, disposals, and renewals.
. Assets projection planning & reporting.

Reporting & Analysis
. Prepare and maintain daily, weekly, and monthly MIS reports in Excel (SLA metrics, issue trends, asset health, etc.).
. Analyze helpdesk performance data to identify process gaps and areas of improvement.
. Proficient in Creating & modification of ITSM Dashboarding ( Like Service now, Freshworks etc)
. Proficiency in IT Operations Matrices
. Present operational performance reports to management on a periodic basis.
Team & Process Management
. Conduct regular syncs with onsite and offshore support teams.
. Drive user satisfaction through process improvements and proactive communication.
. Support internal audits and ensure adherence to ITIL and ISMS processes.
. Able to manage 24.7 Operations spread across multiple locations in US & India

Required Skills & Competencies
. Strong knowledge of Helpdesk operations and ticketing systems (Support Hub or equivalent)
. Proficiency in MS Excel (Pivot, VLOOKUP, dashboards, and trend analysis)
. Experience with IT Asset Management tools and lifecycle tracking
. Excellent communication, coordination, and problem-solving skills
. Working knowledge of ITIL framework and incident management practices
. Ability to work under pressure and manage multiple priorities
. AI Prompting, MIS & Dashboarding
. Excellent verbal and written communication skills

Education & Certifications
. Bachelor's degree in Computer Science / IT / Electronics or equivalent.
. ITIL Foundation certification preferred.
. Asset or Service Management tool certification (optional, preferred).

Mandatory Competencies