Manager - Service Desk Operations
Location: Pune
• Experience: Senior Level
• Openings: 2
Job description
Roles
& Responsibilities
Lead
end-to-end Service Desk / IT Support operations (L1/L2) ensuring SLA compliance
Manage
daily operations including incident, service request, and escalation handling
Drive
team performance, productivity, and quality metrics (CSAT, FCR, AHT, SLA)
Handle
stakeholder communication and act as a single point of contact for clients
Conduct
team reviews, coaching, mentoring, and performance management
Must-Have
Skills
Strong
experience in Service Desk Operations (L1/L2 support)
Hands-on
exposure to ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.)
Proven
experience in team handling (minimum 20+ members)
Solid
understanding of ITIL processes
Experience
managing SLAs, KPIs, and client expectations