Operations Manager Service Desk

Operations Manager - Service Desk

Key Responsibilities

• Own and manage end-to-end Service Desk operations.
• Ensure compliance with SLAs, KPIs, SOPs, and contractual commitments.
• Govern IT Service Management (ITSM) processes aligned with ITIL best practices.
• Oversee incident and service request lifecycle management.
• Conduct ticket reviews, quality audits, and operational assessments.
• Identify process gaps and drive continuous service improvements.
• Manage operational risks, recurring issues, and escalations proactively.
• Coordinate with L2/L3, Infrastructure, Application, and Engineering teams for issue resolution.
• Monitor and drive daily SLA adherence and operational KPIs.
• Develop and present weekly, monthly, quarterly, and annual performance reports.
• Act as the primary contact for client stakeholders and manage escalations.
• Drive automation, self-service, knowledge management, and reporting enhancements.
• Lead, coach, mentor, and develop Service Desk teams.
• Manage staffing, shift coverage, and workload distribution.
• Design and maintain ServiceNow dashboards and operational reporting.

Required Qualifications

• Bachelor degree in IT, Computer Science, Engineering, or related field.
• Preferred: B.Tech, B.E., M.Tech, MCA, or BCA.
• 8+ years of overall IT experience.
• 4-5+ years of Service Desk / IT Support leadership experience.
• Strong expertise in Service Desk Operations, Incident Management, SLA Governance, and Customer Support.
• Strong understanding of ITIL / ITSM practices; ITIL certification preferred.
• Proven experience managing operational KPIs, governance, and service improvement initiatives.
• Excellent analytical, problem-solving, communication, and stakeholder management skills.
• Ability to lead teams in dynamic, multicultural environments.
• Strong ownership mindset with the ability to drive issues to closure.
• Ability to balance strategic thinking with operational execution.