5,559 Service Desk Manager jobs in India

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:    

• Service Desk Operations:

  • Oversee and manage daily operations of the service desk, ensuring efficient handling of all support requests.

  • Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests.

  • Ensure proper escalation procedures are followed for critical issues. Manage service desk ticketing systems and workflows for improved efficiency.

• Team Management:

  • Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations.

  • Set clear goals and performance standards for team members, encouraging continuous improvement.

  • Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques.

  • Coordinate staff schedules to provide adequate coverage during business hours.

• Customer Satisfaction:

  • Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction.

  • Analyse customer feedback and service reports to identify areas for improvement.

  • Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders.

• Process Improvement:

  • Review and improve service desk processes to align with ITIL or other service management frameworks.

  • Develop and maintain documentation for service desk procedures, ensuring they are regularly updated.

  • Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance.

  • Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution.

• Reporting and Analysis:

  • Prepare and present regular reports on service desk performance, trends, and areas for improvement.

  • Provide recommendations for optimizing service delivery and operational efficiency based on data analysis.

  • Track and analyse support tickets to identify recurring issues and implement preventative solutions.

Key skills & knowledge:

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).

• 7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.

• Proven experience managing a customer-facing service desk or IT support team.

• Strong understanding of IT service management (ITSM) frameworks such as ITIL.

• Excellent problem-solving and decision-making abilities.

• Strong leadership, communication, and team management skills.

• Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).

• Ability to work in a fast-paced environment and manage multiple priorities.

• Stay up-to-date with emerging technologies and industry trends to continuously improve service desk functions.

Preferred Qualifications:

• ITIL Foundation and other relevant certifications.

• Proficient in utilizing ticketing tools such as Service Now for efficient incident management, service request handling, and workflow optimization

• Experience with cloud-based solutions, enterprise software, and network management.

• Strong knowledge of the MS Office Suite and expertise in creating reports following best practices for effective presentation.

• Experience in change management and continuous improvement initiatives.

Key Competencies:

• Leadership and team management

• Customer-focused mindset

• Strong technical knowledge

• Analytical and reporting skills

• Communication and interpersonal skills

• Process improvement and change management

Educational Qualification  : Graduate

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

Language Requirements:

Time Type:

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.

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.

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.

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.