Job Title: Senior Service Desk Manager
Location: Noida (Onsite)
Experience: 10+ Years
Employment Type: Full-Time
Role Overview
We are seeking an experienced Senior Service Desk Manager to lead and transform our IT Service Desk and Operations function. The ideal candidate will bring strong leadership experience, deep understanding of ITIL best practices, and hands-on expertise with ITSM tools while supporting mission-critical, customer-facing financial systems. This role requires exceptional incident management skills, stakeholder communication, and the ability to operate effectively in high-pressure environments.
Key Responsibilities
Service Desk Leadership & Operations
- Lead and manage the Service Desk team, ensuring 24x7 operational excellence and adherence to SLAs and OLAs.
- Drive continuous improvement of service desk processes aligned with ITIL v4 best practices.
- Define and monitor KPIs, CSAT, MTTR, first-call resolution, and service quality metrics.
- Mentor, coach, and develop team members to build a high-performing, customer-focused service desk.
Incident & Crisis Management
- Own major incident management for mission-critical and customer-facing systems.
- Act as the primary escalation point during high-severity incidents and outages.
- Lead root cause analysis (RCA) and ensure corrective and preventive actions are implemented.
- Coordinate with engineering, infrastructure, security, and vendor teams during crisis situations.
ITSM & Tooling
- Oversee configuration, optimization, and usage of ITSM tools such as ServiceNow, Jira Service Management, or Remedy.
- Ensure accurate incident, problem, change, and knowledge management processes.
- Drive automation and self-service initiatives to improve efficiency and reduce operational overhead.
Stakeholder & Business Management
- Serve as a key interface between IT operations, business stakeholders, and senior leadership.
- Communicate incident status, risk impact, and resolution timelines clearly and effectively.
- Ensure service delivery aligns with business objectives, especially in financial and customer-facing environments.
Compliance, Risk & Governance
- Ensure service desk operations adhere to relevant security, compliance, and regulatory standards.
- Support audits, risk assessments, and compliance requirements for financial services platforms.
- Maintain a risk-aware, customer-first operational culture.
Must Have Skills & Qualifications
- 10+ years of overall IT experience, with 5+ years in Service Desk or IT Operations leadership roles.
- Strong working knowledge of ITIL frameworks (ITIL v4 preferred).
- Hands-on experience with ITSM tools: ServiceNow, Jira Service Management, Remedy, or equivalent.
- Proven experience supporting mission-critical, customer-facing financial systems.
- Excellent incident management, escalation handling, and crisis management skills.
- Strong stakeholder management and communication abilities.
Good to Have Skills
- Experience in FinTech, BFSI, or high-availability digital platforms.
- Working knowledge of cloud environments (AWS, Azure, or GCP).
- Exposure to DevOps, SRE, or automation-driven IT operations.
- Familiarity with security, compliance, and regulatory standards in financial services.
Key Attributes
- Customer-first, risk-aware mindset.
- Ability to perform effectively under pressure in fast-paced environments.
- Strong analytical, troubleshooting, and problem-solving skills.
- High sense of ownership, accountability, and leadership maturity.
