1,589 Service Desk Manager jobs in India
Service Desk Manager
Posted 2 days ago
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Job Description
**Team Leadership & People Management**
-Manage the India-based CX team's day-to-day operations, including developers, solution specialists, and service desk team.
-Lead, mentor, and grow the team by fostering a culture of collaboration, innovation, and continuous learning.
-Oversee workload distribution, career development, and performance management.
**Platform Enablement & Development Support**
-Oversee the development and enhancement of ServiceNow scripts, workflows, and integrations in alignment with U.S. CX platform governance.
-Support and enable the Moveworks AI-driven support platform to ensure effective response automation and continuous improvement.
-Lead Nexthink digital employee experience initiatives by building actionable insights and driving scripting enhancements.
-Drive automation-first solutions across ServiceNow, Moveworks, and Nexthink to reduce manual tasks, proactively resolve issues, and deliver seamless employee experiences.
-Ensure all solutions follow best practices for scalability, security, and maintainability.
**Service Desk Operations**
-Manage Service Desk operations to ensure timely and high-quality resolution of end-user issues.
-Monitor performance against defined SLAs and KPIs to ensure operational excellence.
-Identify opportunities to improve incident, request, and problem management processes.
-Collaborate with global teams to align service delivery with ITSM and ITIL best practices.
**Collaboration & Stakeholder Communication**
-Act as the primary liaison between India-based teams and U.S. CX leadership.
-Provide regular project updates, track progress, and manage risks.
-Support global IT service delivery goals and ensure alignment with CX strategies.
**Continuous Improvement & Innovation**
-Promote best practices in platform development, ITSM processes, and automation frameworks.
-Identify and implement process improvements to increase efficiency, reliability, and end-user satisfaction.
-Encourage experimentation with new features and emerging technologies.
**Qualifications**
+ Bachelor's degree in Information Technology, Computer Science, or a related field.
+ At least 10 years of experience in IT, with 5 years managing ServiceNow, automation platforms, and IT Service Desk operations.
+ Proven experience leading teams in a global matrix environment.
+ Strong technical expertise in ServiceNow development and administration, with exposure to Moveworks and Nexthink.
+ Experience with ITSM, ITIL processes, scripting, integrations, automation frameworks, and end-user support operations.
+ Excellent communication and interpersonal skills to effectively engage with U.S.-based leadership and global stakeholders.
+ Demonstrated ability to manage both platform enablement and service delivery functions effectively.
+ Strong leadership skills to foster collaboration, innovation, and professional growth within the team.
This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.
**Job** Information Technology
**Primary Location** India-Maharashtra-Mumbai
**Schedule:** Full-time
**Travel:** No
**Req ID:**
**Job Hire Type** Experienced Not Applicable #BMI N/A
IT Service Desk Manager
Posted 6 days ago
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Job Description
About the Role:
We’re seeking a skilled IT Service Desk Manager to lead Haass’s IT Service Desk
function . This role will oversee IT Service Desk support quality, drive service excellence,
and support team performance across our Service Desk operations. You’ll be responsible for
monitoring ticket quality, delivering actionable feedback, and partnering with leadership
across the business to improve support standards and customer satisfaction.
You will also provide guidance to a team of IT support staff while playing an active role in
coaching, mentoring, and operational oversight and process improvement.
Responsibilities:
• Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensure
optimal performance and professional growth.
• Service Management: Oversee daily service desk and IT operations, ensuring timely
and effective resolution of technical issues and requests.
• Customer Support: Act as the escalation point for complex technical issues,
incidents, and provide expert guidance and solutions.
• Process Improvement: Identify and implement improvements to service delivery and
operational efficiency to enhance service quality.
• Technical Expertise: Maintain up-to-date knowledge of company systems, assets and
SaaS ecosystem to effectively support the team and users.
• Reporting: Generate regular reports on service performance, customer feedback, and
team metrics.
• Collaboration: Work closely with cross-functional teams to ensure seamless service
integration and support.
• Schedule Management: Develop and manage the help desk team’s schedules to
ensure adequate coverage and timely response to user requests. Coordinate shifts,
manage time-off requests, and balance workloads.
• Hiring Practices: Partner with HR to help hire, evaluate, and onboard candidates for
the Support Desk team — ensuring recruits have the right technical competency,
communication skills.
• Training & Development: Design and deliver training programs for new hires and
existing team members to enhance technical knowledge, customer service skills, and
compliance with ITSM best practices. Create SOPs, knowledge base articles, and
encourage continuous learning.
• API Integration: Coordinate with internal teams and vendors to manage, test, and
maintain API calls for integrations between service desk tools and enterprise
applications, ensuring seamless workflows and data accuracy.
Qualifications:
• 5+ years of relevant experience in a Help Desk, IT Support, or Service Desk
environment is mandatory.
• 3+ years of experience in a leadership role; global and multiple-location team
management experience preferred.
• Solid understanding of IT Service Desk operations, ticketing systems, and best
practices (ServiceNow experience is a plus).
• Understanding of the IT Service Management (ITSM ) framework.
• Strong leadership and team management skills with proven ability to deliver
constructive feedback and guide performance improvement.
• Excellent analytical, organizational, and documentation skills.
• Strong communication, interpersonal, and written skills.
• Familiarity with tools, reporting dashboards, and knowledge base platforms
(SharePoint and Confluence are a plus).
• ITIL V4 certificate holder is a plus
About Hectae Analytics and Software Solutions (Haass.io):
At Haass , we enable organizations to streamline and modernize their IT operations by
designing, implementing, and supporting tailored software solutions. As a Platinum
Freshworks Partner , we specialize in end-to-end implementation and optimization of
Freshworks products, IT service management (ITSM), and IT operations management for
global enterprises. Our focus areas include IT Service Desk transformation, IT Asset
Management, CRM implementations, and automation of enterprise workflows. We pride
ourselves on being a fast-paced, execution-driven team that delivers tangible outcomes to
clients across industries.
Service Desk Senior Manager
Posted today
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Job Description
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Service Desk Senior Manager to join our team in Bangalore, Karnātaka (IN-KA), India (IN).
"General Duties and Responsibilities:
In these roles, you will be responsible for:
Provides direct supervision to a large team of operational, production, sales, service or administrative team members, or a small staff of professional-level team members.
- Work is guided by operational and project objectives.
- Sets and communicates clear expectations for work outcomes and manages performance.
First-level leader of nonexempt, exempt and first- level Supervisors.
- Provides guidance and recommendations that drive results to improve business processes and client service delivery.
Manages the coordination of activities of a section or group with responsibility for results in terms of costs, methods, and team members.
- May lead cross functional projects or processes.
Experienced leadership and team building skills.
- Experienced project management skills.
- Moderate knowledge of product lines, technical knowledge.
- Strong client service skills.
- Experienced in developing and leading a team to deliver key business results.
Requirements for this role include:
Excellent English written and verbal communication skills.
Exceptional customer service skills.
Great Team player
People Management Skills
Client Management
24/7 rotational shifts and week offs
Work from Office is mandatory
Excellent communication skills, comfortable working with various stakeholders
Advanced knowledge of systems software / hardware, networks and operating systems.
Advanced knowledge of processes and tools utilized for system management, problem reporting, change management and support tools.
Exceptional technical troubleshooting skills.
Exceptional interpersonal and client service skills.
Strong troubleshooting skills, bug-finding, and resolution
Ability to work independently within a diverse global team
IT software and hardware troubleshooting knowledge and skills (Win 10, macOS, iOS, Android, Google Suite and Microsoft Environment)
Knowledge of Field Services, Desktop Engineering, Asset management, MAC would be a winner."
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .
**_NTT DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**
Executive - Incident Management-4
Posted today
Job Viewed
Job Description
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Monitor ATM networks for NCR's customers, through NCR in house Incident Management systems and tools.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Service Manager - Major Incident Management
Posted 2 days ago
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Job Description
**About us:**
As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.
Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different voices and lifts each other up. Here, we believe your unique perspective is important, and you'll build relationships by being authentic and respectful.
**Overview about TII**
At Target, we have a timeless purpose and a proven strategy. And that hasn't happened by accident. Some of the best minds from different backgrounds come together at Target to redefine retail in an inclusive learning environment that values people and delivers world-class outcomes. That winning formula is especially apparent in Bengaluru, where Target in India operates as a fully integrated part of Target's global team and has more than 4,000 team members supporting the company's global strategy and operations.
You can be a part of this story by joining Target Tech on our Technology Operations Centre (TOC) team. Our goal is to monitor and respond to critical issues in order to reduce downtime and ensure prevention of future outages. As a Response Manager in the TOC, you will be responsible for driving the prevention or recovery of high impact incidents through swift identification of issues, accurate and timely communication of impact to all stakeholders, and restoration of services with teams across Target Tech and Target. You will get the opportunity to interact with multiple retail solutions and technologies - including Supply Chain, Merchandising, Stores, and Digital as well as all infrastructure components from cloud based computing to all enterprise-level network solutions.
**Primary Responsibilities**
+ Monitor and detect all major IT incidents and events.
+ Facilitate and drive recovery of outages through the mobilization of key resources (internal or external).
+ Establish and maintain communication of incident timeline and recovery progress to all critical stakeholders.
+ Coordinate and document all critical recovery steps throughout an outage.
+ Ensures proper documentation of issues to assist with post-recovery and problem management actions.
+ Participates in an agile practice by working on special projects or key assignments that drive continuous improvement and improved outcomes of key goals.
**About you:**
+ 4 year degree or equivalent experience.
+ Relevant Exp Min 4 years of Major Incident Management experience.
+ Technology experience in an incident management or Major incident response role
+ Strong facilitation skills that can navigate through complex incidents and multiple teams
+ Understanding of solving complex problems with information technology software and hardware.
+ Effective time management skills; ability to work on multiple tasks simultaneously and ability to prioritize effectively.
+ Ability to handle and perform in high-stress, high stakes situations.
+ Excellent verbal and written communication skills.
+ Proven decision-making and influencing skills
+ Broad knowledge of technology across application and infrastru ture environment.
+ Good to have prior experience in Retail
+ Collaborative team player with Positive attitude
+ Flexibility to work in rotational shifts and weekly time-off's
**Useful Links-**
**Life at Target-** ** ** **
Service Operations Team Manager - Incident Management
Posted 1 day ago
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Job Description
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek's prestigious 2025 Top 100 Global Most Loved Workplaces® list.
**TITLE:** **Service Operations Team Manager - Incident Management**
**GRADE: 11**
**LOCATION: Belgrade, Serbia**
**Shift:** R **otational (mostly US working time) **
**Position summary:**
Leads a multi-functional team across various services and geographies, ensuring operational excellence and customer satisfaction. This role is responsible for strategic workforce planning, performance management, and cross-functional collaboration. Acting as a key liaison between frontline teams and senior leadership, the manager drives continuous improvement, fosters talent development, and ensures alignment with service delivery goals and customer expectations.
**Skill Requirements:**
+ Detailed oriented, analytical and/or technical experience, preferably within NCR Services
+ Excellent written and verbal communications skills
+ Ability to work in a fast-paced environment. multi-task, time management and organizational skills
+ Ability to identify and resolve issues with a sense of urgency
+ Ability to work as part of a team or independently
+ Willing to work non-standard business hours as required by customers
+ Prior experience with ATM incident management preferred
+ Prior experience with ATM monitoring tools (like Vision, Device Manager etc) preferred.
#LI_BM1 #hybrid
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**Company Benefits** :
+ Private Health Insurance
+ Employee Referral Bonus Program
+ Wellbeing Resources
+ Baby Bonus
+ Life, Accident & Disability Insurance
+ Numerous opportunities for internal career pathing and advancement
+ Discounts for employees at NCR Atleos partners
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
L3 Server Engineer – Major Incident Management
Posted 6 days ago
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Job Description
Company Description
Nextbridge IT Solutions is a US-based IT solution firm specializing in connecting exceptional talent with organizations driving transformation in infrastructure, cloud, and emerging technologies. We partner closely with clients to understand their technical needs and organizational goals, delivering tailored solutions through highly skilled professionals. Our culture values forward-thinking, accountability, and agility, encouraging continuous growth and supporting long-term success. Join us to shape the future together.
Role Description
This is a remote contract role for a L3 Server Engineer – Major Incident Management. The L3 Server Engineer will be responsible for managing and resolving major incidents, providing expert troubleshooting, and ensuring uptime and performance of infrastructure. Duties include handling operating systems, supporting databases, and overseeing overall IT infrastructure. The role also requires effective communication and collaboration with other IT professionals and stakeholders to ensure swift resolution of incidents.
Key Responsibilities
- Serve as the primary technical escalation point for all server-related Major Incidents (MIM) and P1 events.
- Lead technical triage on bridge calls and in war rooms, coordinating efforts between L2 support, application teams, vendors, and other cross-functional stakeholders.
- Perform advanced, real-time troubleshooting to diagnose and resolve complex issues across Windows Server, Linux, and VMware virtualization platforms.
- Drive the restoration of critical infrastructure services with a focus on minimizing business impact.
- Author and deliver comprehensive Root Cause Analysis (RCA) and detailed post-incident reports.
- Partner with the Problem Management team to identify trends, implement proactive solutions, and prevent incident recurrence.
- Mentor and provide technical guidance to L1/L2 support teams to improve overall incident response capabilities.
- Participate in a 24x7 on-call rotation to provide critical support when needed.
Qualifications
- 5–8 years of hands-on experience in enterprise server administration and high-severity incident response.
- Expert-level knowledge of Windows Server (2016/2019/2022) and Linux (RHEL, Ubuntu) .
- Deep expertise with virtualization technologies, specifically VMware ESXi/vSphere in a large-scale environment.
- Solid understanding of core infrastructure concepts: TCP/IP networking, SAN/NAS storage, and enterprise backup/recovery solutions .
- Hands-on experience with enterprise monitoring platforms (e.g., SolarWinds, Datadog, Nagios).
- Proficiency with an ITSM tool, preferably ServiceNow , for incident lifecycle management.
- Demonstrated ability to remain calm, focused, and organized during high-pressure situations.
- ITIL v3/v4 Foundation certification is required.
Preferred
- Advanced certifications such as MCSE, VCP, RHCE .
- ITIL Intermediate/Expert or related certifications.
- Experience with public cloud platforms (Azure, AWS ) and hybrid cloud environments.
- Scripting and automation skills (PowerShell, Bash ) for diagnostics and reporting.
Key Competencies
- Crisis Management : Able to lead effectively in high-pressure, time-critical situations.
- Collaboration : Works seamlessly with vendors, internal teams, and stakeholders to achieve common goals.
- Analytical Mindset : Possesses superior troubleshooting and Root Cause Analysis (RCA) capabilities.
- Communication : Delivers clear, concise, and timely updates during incidents, tailored for both technical and business audiences.
- Proactive Mindset : Focuses on prevention and continuous service improvement, not just reactive resolution.
Remote Work Environment
- This is a fully remote position. A company-provided Virtual Desktop (VDI) will be used for all work.
- Candidates are expected to provide their own reliable computer (laptop or desktop) and at least one monitor capable of accessing the VDI.
- A dedicated and quiet workspace is essential to maintain a professional environment during critical incident bridge calls.
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Assistant Quality Manager - Service Desk
Posted 6 days ago
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Greetings from Infosys BPM Ltd.,
We are hiring Assistant Quality Manager for a global Service Desk project at Hinjewadi, Pune, please find the below job description for your reference and apply if interested.
Job Role: Assistant Quality Manager
Work Location: Hinjewadi, Pune (work from office)
Education Qualification: Full-time graduation / Post graduation
Experience required: At least 6 years of experience in Quality and Process Improvement in Service Desk domain
Job requirements:
• 6+ years of relevant BPM Quality management experience in Customer Service and Service Desk Operations
• Proven Service desk (Voice/chat/email) experience in managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions.
• Added advantage if certified on ITIL methodology
• Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms
• Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team
• Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes
• Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt
• Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams
• Ability to analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges.
• Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space
• Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc.
• Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis
• Strong communication skills and ability to represent Infosys BPM Quality as part of Senior Leadership reviews and potential client visits
Regards,
Infosys BPM Talent Acquisition Team
Assistant Quality Manager - Service Desk
Posted 6 days ago
Job Viewed
Job Description
Greetings from Infosys BPM Ltd.,
We are hiring Assistant Quality Manager for a global Service Desk project at Electronic City, Bengaluru, please find the below job description for your reference and apply if interested.
Job Role: Assistant Quality Manager
Work Location: Electronic City, Bengaluru (work from office)
Education Qualification: Full-time graduation / Post graduation
Experience required: At least 6 years of experience in Quality and Process Improvement in Service Desk domain
Job requirements:
• 6+ years of relevant BPM Quality management experience in Customer Service and Service Desk Operations
• Proven Service desk (Voice/chat/email) experience in managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions.
• Added advantage if certified on ITIL methodology
• Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms
• Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team
• Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes
• Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt
• Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams
• Ability to analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges.
• Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space
• Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc.
• Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis
• Strong communication skills and ability to represent Infosys BPM Quality as part of Senior Leadership reviews and potential client visits
Regards,
Infosys BPM Talent Acquisition Team