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Service Desk Manager

1.00 to 10.00 Years   Noida, DelhiDelhi, Bangalore, Chennai, Hyderabad, Gurugram, Pune, Mumbai City   31 Aug, 2026
NEWAGE TECH SOLUTION PRIVATE LIMITED
Job LocationNoida, DelhiDelhi, Bangalore, Chennai, Hyderabad, Gurugram, Pune, Mumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    Key Responsibilities:- Own end-to-end service desk operations, ensuring adherence to SLAs, response times, and resolution targets across all support channels- Lead, mentor, and manage a team of service desk analysts, team leads, and shift supervisors to ensure consistent operational performance- Monitor ticket queues, escalations, and backlog trends, and drive corrective actions to maintain service quality- Define and enforce service desk processes, workflows, and knowledge base standards in line with ITIL best practices- Act as the primary escalation point for critical incidents, major outages, and high-priority end-user issues- Track and report service desk KPIs including first-call resolution, average handle time, CSAT, and SLA compliance- Manage resource planning, shift scheduling, and capacity forecasting to ensure adequate coverage across all support hours- Drive continuous improvement initiatives including self-service adoption, automation, and knowledge base enhancement- Conduct regular performance reviews, coaching sessions, and training programs for service desk staff- Collaborate with infrastructure, application, and problem management teams to reduce recurring ticket volumes

Keyskills :
incident managementit supportsla managementteam leadershipcsatcoachingservicenowservice desk management itil

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