Incident & IT helpdesk manager

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.

• Lead and manage a team of 15 service desk resources in a 24x7 support environment.
• Monitor and manage ITSM tools for Ticketing.
• Monitor and manage ITSM tools for Incident Management.
• Monitor and manage ITSM tools for Change Management.
• Monitor and manage ITSM tools for Problem Management.
• Monitor and manage ITSM tools for 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.

• 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.
• Good understanding of Change Management.
• Good understanding of Problem Management.
• Good understanding of 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).
• Expert in Advanced Excel.

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

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