Manager, Enterprise Service Desk

About This Opportunity

Our talent team at Get A Job.ai is representing a confidential managed services provider seeking a Manager, Enterprise Service Desk to lead a high-performing technical support organization in India. This is a leadership role where you'll drive team excellence, optimize service delivery, and create exceptional experiences for end users across a 24/7 operation.

In this position, you'll manage a large team of service desk technicians, own performance outcomes, and implement strategies that elevate the entire customer support function. You'll be accountable for team development, operational excellence, and fostering a culture of continuous improvement.

Responsibilities

• Lead the complete employee lifecycle for your team including hiring, onboarding, training, performance reviews, and disciplinary actions
• Conduct regular one-on-one meetings with team members and develop individual growth plans for each employee
• Host monthly team meetings and deliver constructive performance feedback
• Produce operational reports and present weekly/monthly service reviews to leadership and clients on SLA/SLO performance, volumes, and trends
• Plan capacity and shift coverage for 24/7 operations, forecasting demand and staffing for peak periods
• Own ITIL process adherence including incident, request, problem, and change management; maintain current knowledge base
• Design and oversee training programs to enhance team technical and soft skills
• Monitor KPIs such as customer satisfaction scores, incident response/resolution times, and first-call resolution rates
• Drive first-contact resolution through quality assurance audits, call/ticket reviews, and targeted coaching
• Manage team schedules and resource allocation to meet service commitments
• Ensure strict adherence to service level agreements
• Collaborate cross-functionally with other IT teams to resolve complex escalations
• Gather client feedback, identify improvement opportunities, and strengthen client relationships
• Stay current on industry trends and emerging technologies to continuously improve service delivery

What We're Looking For

• 5+ years of supervisory or managerial experience in a managed service provider (MSP) environment
• Excellent verbal and written communication skills
• Strong coaching abilities with a demonstrated focus on continuous improvement
• Hands-on experience with ServiceNow ITSM platform
• ITIL Certification required
• Proven experience managing incident, request, problem, change, and major incident processes
• Bachelor's degree or equivalent in Computer Science, Information Systems, or related field
• Strong technical background and troubleshooting skills
• Excellent analytical and problem-solving capabilities
• Willingness to work 1st, 2nd, or 3rd shift in a 24/7 support environment
• Ability to perform effectively under pressure

How We Work With You

When you apply through Get A Job.ai, a recruiter from our team will review your profile and conduct an initial screening. If there's a strong match, we'll submit your candidacy to our client for consideration. Please do not contact the hiring organization directly—all communication should flow through our recruitment team to ensure a smooth process.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout the recruitment process.