Service Desk Manager

Role:

Service Desk Manager Experience:

2–5 Years Location:

Noida – Onsite

Role Overview We are seeking a

Service Desk Manager

to oversee and support IT service desk operations, ensuring high-quality technical support and customer satisfaction. The role involves managing incidents, service requests, and ITSM processes in a fast-paced, enterprise environment. Key Responsibilities Provide L1/L2 IT support for Windows, Mac OS, and enterprise applications. Manage incidents, service requests, and escalations using ITSM tools. Ensure adherence to ITIL processes (Incident, Request, Problem Management). Troubleshoot hardware, software, network, and access-related issues. Maintain accurate documentation, SOPs, and knowledge base articles. Coordinate with infrastructure, security, and application teams. Monitor SLAs, service performance, and customer satisfaction metrics. Support users in a shift-based / 24x7 support environment. Drive continuous improvement in service desk operations. Must-Have Skills 2–5 years of experience in IT Service Desk / Technical Support roles. Strong knowledge of Windows & Mac OS. Basic networking knowledge (DNS, VPN, LAN/WAN). Hands-on experience with ITSM tools: ServiceNow Jira Service Management Remedy Good troubleshooting and analytical skills. Excellent verbal and written communication skills. Good-to-Have Skills Experience in

FinTech / BFSI / regulated environments . Exposure to

AWS / Azure / GCP . Knowledge of

Active Directory, VPNs, Access Management . ITIL Foundation certification. Key Attributes Customer-first, service-oriented mindset. Ability to work under pressure and manage multiple issues. Strong documentation and attention to detail. Comfortable working in shifts, including 24x7 environments.