Incident & IT Helpdesk Manager

Job Description

Job Summary

• We are looking for an experienced Service Desk Lead to manage a team of 15 resources supporting 24x7 IT operations.
• The candidate will be responsible for managing ITSM processes, ensuring high customer satisfaction, handling major incidents, and driving continuous IT service improvements.

Key Responsibilities

• Lead and manage a team of 15 service desk resources in a 24x7 support environment.
• Monitor and manage ITSM tools for: Ticketing Incident Management Change Management Problem Management Service Request Management Ensure timely resolution and escalation of incidents as per SLA/KPI requirements.
• Attend and coordinate bridge calls during major incidents and provide leadership for quick resolution.
• Prepare and present daily, weekly, and monthly MIS reports and operational reviews.
• Drive adherence to ITIL best practices and service management standards.
• Conduct team training sessions and mentoring for service improvement initiatives.
• Collaborate with internal teams and customers to improve service delivery and customer satisfaction.
• Manage shift rosters, team performance, and operational governance.
• Identify process gaps and implement continuous improvement initiatives.
• Ensure proper communication during outages, incidents, and planned maintenance activities.

Required Skills & Qualifications

• Strong experience in Service Desk / IT Support operations.
• Experience managing teams in a 24x7 rotational shift environment.
• Hands-on experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Good understanding of: Incident Management Change Management Problem Management SLA Management Advanced knowledge of ITIL best practices.
• Excellent communication, stakeholder management, and customer handling skills.
• Ability to manage major incident bridge calls effectively.
• Strong analytical and reporting skills (MIS reporting).
• Comfortable working in rotational shifts.

Preferred Qualifications

• ITIL Certification preferred.
• Experience in managing enterprise/global support environments is an advantage.
• Graduation in Computer Science, IT, or related field preferred.

Key Competencies

• Leadership & Team Management Customer Satisfaction Focus Problem Solving & Decision Making Process Improvement Operational Excellence Communication & Coordination

More Info

Education