Standardized Title: IT Service Desk Manager
About The Opportunity
A leading firm in the IT services and managed infrastructure sector, operating enterprise IT support and infrastructure operations for diverse corporate customers. We deliver high-availability, customer-facing support services and drive operational excellence across service delivery, incident response, and ITSM tooling.
Location & Work Model: Noida, India On-site role (10 years experience expected).
Role & Responsibilities
- Lead day-to-day operations of the on-site service desk (shift planning, staffing, and performance) to meet SLAs and quality benchmarks.
- Oversee incident, problem, and change lifecycles: drive rapid incident resolution, root-cause analysis, and reduction in repeat incidents.
- Manage ITSM tooling and process improvements (ServiceNow/Remedy/Jira): implement automation, knowledge base, and runbooks to increase first-contact resolution.
- Coordinate escalations across L2/L3 teams and third-party vendors; own major-incident response and post-incident reviews.
- Define, track and report on KPIs and dashboards (MTTR, SLA compliance, ticket volumes); present trends and improvement plans to stakeholders.
- Recruit, coach, and develop service desk engineers; enforce staffing, training, and incident-handling standards for a high-performing on-site team.
Skills & Qualifications
Must-Have
- 10+ years in IT service desk or IT operations with hands-on service delivery leadership (onsite experience preferred).
- Proven experience implementing and operating ITSM tools (ServiceNow or BMC Remedy).
- Strong domain knowledge in Incident Management, Problem Management, Change Management, and SLA Management.
- Practical knowledge of ITIL practices (v3/v4) and service delivery frameworks.
- Experience with reporting and dashboards (Power BI, Excel) and KPI-driven performance management.
- Experience coordinating with L2/L3 engineering teams, vendors, and stakeholders during major incidents.
Preferred
- Experience with Jira Service Management and modern ticketing integrations.
- Familiarity with remote-support tools (BeyondTrust, TeamViewer) and endpoint management.
- Exposure to cloud platform support (Azure/AWS) and Microsoft 365 administration.
Benefits & Culture Highlights
- Structured, KPI-driven environment with clear career progression for service delivery leaders.
- Opportunity to build and optimise ITSM processes and tooling at enterprise scale.
- Collaborative, on-site team culture focused on operational excellence and customer satisfaction.
How to Apply: This is an on-site Service Desk Manager role based in Noida. Candidates with strong enterprise ITSM experience and proven leadership in service delivery are encouraged to apply. The hiring company is Orbion Infotech.
Skills: incident management,servicenow,change management,power bi
