Service Desk Manager

Position Overview:

The Service Desk Manager owns end-to-end service delivery for client infrastructure. This role leads and mentors our System Administrators and broader support staff, ensuring projects move smoothly from design through implementation, SLAs and KPIs are consistently met, and escalations are resolved quickly and effectively. This highly client facing position demands strong leadership, excellent communication across phone, email, and remote assistance platforms, and the ability to build and sustain long-term client relationships while driving the team's technical and service performance.

Key Responsibilities:

• Lead, mentor, and manage Service Desk and System Administration teams, ensuring effective workload distribution, accountability, and professional development.
• Own overall IT service delivery performance, ensuring achievement of SLAs, KPIs, operational excellence, and customer satisfaction targets.
• Act as the primary escalation point for complex infrastructure, server, cloud, and networking issues.
• Oversee and manage Windows Server upgrades, Domain Controller migrations, Group Policy administration, and enterprise infrastructure projects.
• Lead and govern Microsoft 365, Exchange Online, Azure, and Azure AD environments, including cloud migration initiatives.
• Provide technical oversight for network infrastructure, including firewalls, VPNs, routers, wireless networks, and security configurations.
• Ensure effective administration of Active Directory, DNS, DHCP, Intune, MDM, endpoint management, and identity management platforms.
• Manage incidents, problems, changes, and request processes, ensuring timely resolution and service continuity.
• Coordinate daily IT operations, service desk activities, operational reviews, and stakeholder communications.
• Oversee user lifecycle management, including onboarding, offboarding, account provisioning, access control, and compliance requirements.
• Manage endpoint deployment, hardware provisioning, software distribution, asset lifecycle management, and workplace technology services.
• Ensure effective operation of endpoint security, antivirus, monitoring, RMM, and cybersecurity management platforms.
• Build and maintain strong client and stakeholder relationships through regular service reviews, status reporting, and strategic planning discussions.
• Drive continuous service improvement initiatives, process optimization, automation, and operational efficiency.
• Establish and maintain documentation standards, knowledge bases, operational procedures, and technical runbooks.
• Monitor service desk queues, workload trends, ticket quality, and resource utilization to ensure optimal service delivery.
• Collaborate with engineers, vendors, and business stakeholders to support projects, operational priorities, and infrastructure enhancements.
• Support governance, risk management, security compliance, audit requirements, and IT operational standards.
• Lead hiring, onboarding, training, succession planning, and performance management activities for team members.
• Prepare and present operational performance reports, service metrics, resource planning, and improvement recommendations to senior leadership.
• Foster a culture of ownership, accountability, teamwork, customer focus, and continuous learning across the IT organization.

Education and/or Experience:

• Bachelors degree in information technology (BCA, B.Tech, B.Sc. IT) or equivalent practical experience.
• ITIL Foundation certification (preferred).
• Any one Microsoft, Cisco, VMware, AWS, or cybersecurity certification is preferred.
• Strong understanding of Microsoft 365, Azure, Windows Server, networking, virtualization, and cybersecurity.
• Experience in IT Service Delivery and Managed Services (MSP).

Shift timing and working hours:

• Rotational shifts
• 5 days (WFO)
• 24x7 work environment

Benefits and compensation:

• Group Health insurance and other benefits.
• The Best working culture and growth opportunities.
• Learning opportunities in leading technologies
• Compensation as per Market Standard