service desk manager

ICE Consulting - Managed IT & Cybersecurity for Life Sciences

<div>
 <strong>
  Who We Are
  <br/>
  <br/>
 </strong>
 ICE Consulting is a privately owned, leading
 <strong>
  Managed IT Services Provider (MSP)
 </strong>
 established in
 <strong>
  1996
 </strong>
 . We specialize in delivering comprehensive IT support services, including
 <strong>
  Network &amp; Security
 </strong>
 ,
 <strong>
  UNIX/Linux &amp; Windows Engineering
 </strong>
 ,
 <strong>
  System &amp; Database Administration
 </strong>
 ,
 <strong>
  Help Desk Support
 </strong>
 ,
 <strong>
  VoIP Support
 </strong>
 , and
 <strong>
  complete IT infrastructure management
 </strong>
 .
 <br/>
 <br/>
 Our clients&mdash;small to mid-sized enterprises&mdash;depend on us for secure, efficient, and scalable technology solutions.
 <br/>
 <br/>
 We are seeking a
 <strong>
  hands-on, strategic, and people-focused Service Desk Manager
 </strong>
 to join our
 <strong>
  Asia Office in Lahore
 </strong>
 . This role will lead global support operations, manage the Asia-based Help Desk team, and ensure world-class service delivery for ICE Consulting's international clients.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 The
 <strong>
  Service Desk Manager
 </strong>
 will oversee
 <strong>
  IT support operations
 </strong>
 in a fast-paced
 <strong>
  Managed Service Provider (MSP)
 </strong>
 environment. The role includes managing a
 <strong>
  24/7 Help Desk team
 </strong>
 , coordinating with
 <strong>
  onsite engineers in the U.S.
 </strong>
 , ensuring SLA compliance, maintaining service quality, and improving operational efficiency through ITIL-aligned practices.
 <br/>
 <br/>
 The ideal candidate is technically sound, process-oriented, and an excellent people manager with strong leadership and communication skills.
 <br/>
 <br/>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  <strong>
   Key Responsibilities
  </strong>
 </strong>
 <strong>
  <strong>
   2. Team &amp; Resource Management
  </strong>
 </strong>
 <strong>
  <strong>
   3. Client Onboarding &amp; Offboarding
  </strong>
 </strong>
 <strong>
  <strong>
   4. Compliance &amp; Audit Support
  </strong>
 </strong>
 <strong>
  <strong>
   5. Quality Assurance &amp; Process Improvement
  </strong>
 </strong>
 <strong>
  <strong>
   6. ITIL &amp; Governance
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Service Delivery Management
  </li>
  <li>
   Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction.
  </li>
  <li>
   Coordinate with onsite, systems, and network teams to deliver seamless client support.
  </li>
  <li>
   Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication.
  </li>
  <li>
   Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives.
  </li>
  <li>
   Collaborate with Project Managers to review and refine all client communications before release.
  </li>
  <li>
   Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers.
  </li>
  <li>
   Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution.
  </li>
  <li>
   Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards.
  </li>
  <li>
   Provide coaching, mentoring, and training to develop team members' technical and customer service skills.
  </li>
  <li>
   Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans.
  </li>
  <li>
   Manage secure and efficient client offboarding processes with proper documentation and asset recovery.
  </li>
  <li>
   Partner with engineering and project teams to ensure seamless transitions and client satisfaction.
  </li>
  <li>
   Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.).
  </li>
  <li>
   Ensure internal processes and communication align with industry standards and regulatory expectations.
  </li>
  <li>
   Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality.
  </li>
  <li>
   Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas.
  </li>
  <li>
   Enforce consistent use of templates, documentation standards, and internal knowledge base updates.
  </li>
  <li>
   Apply ITIL best practices across incident, request, change, and problem management processes.
  </li>
  <li>
   Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications &amp; Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum 5 years of Tier II end-user support experience, with at least 3 years in a managerial or supervisory role.
  </li>
  <li>
   Bachelor's degree in Computer Science, Information Technology, or related field.
  </li>
  <li>
   Proven experience leading support teams in an MSP or IT services environment.
  </li>
  <li>
   Strong technical knowledge of Windows (7-11), macOS, mobile devices, and cloud platforms (O365, Gmail).
  </li>
  <li>
   Experience with Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF for device management.
  </li>
  <li>
   Familiarity with MDM tools, endpoint security solutions, SSO/MFA platforms (Okta, OneLogin), and VoIP systems (RingCentral, Vonage).
  </li>
  <li>
   Excellent leadership, documentation, and communication skills for managing cross-functional global teams
  </li>
 </ul>
</div>


Service Desk Manager

Technatomy Corporation

<div><div><div><div><div><div><div><div><p>At Technatomy, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer&rsquo;s success. We provide solutions to agencies and entities including the Department of Veterans Affairs, Department of Defense, Defense Logistics Agency, National Institute of Health, and more. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.</p></div><div><p><b>
If this sounds like an environment where you can thrive, keep reading</b>!</p></div><div><p>
We are seeking an experienced Help Desk Queue Manager to oversee Collaboration Services support operations within a large Federal Microsoft 365 enterprise environment under the Enterprise Messaging, Collaboration, Authentication, and Office 365 (EMCAO) program. This role manages Microsoft 365 Collaboration Services ticket queues supporting core applications, ancillary applications, and eDiscovery. Operating at the Tier III level, the Help Desk Queue Manager ensures effective ticket prioritization, workload distribution, escalation management, incident response coordination, and adherence to established service level performance standards within a 24x7x365 operational environment.</p></div><div><p><b>
DUTIES AND RESPONSIBILITIES:</b></p></div><div><ul><li><p>
Manage daily operations of Collaboration Services ticket queues within ServiceNow.</p></li></ul></div><div><ul><li><p>
Ensure accurate prioritization and assignment of tickets based on business impact and urgency to meet defined response and resolution targets.</p></li></ul></div><div><ul><li><p>
Maintain adherence to service level performance standards, ensuring rapid engagement for mission-impacting issues and timely restoration of services.</p></li></ul></div><div><ul><li><p>
Coordinate response for high-impact and critical incidents, ensuring proper communication, visibility, and technical escalation when required.</p></li></ul></div><div><ul><li><p>
Monitor queue health, ticket aging, and backlog trends to proactively prevent SLA degradation.</p></li></ul></div><div><ul><li><p>
Escalate complex or high-severity issues to appropriate technical resources to maintain service objectives and minimize operational disruption.</p></li></ul></div><div><ul><li><p>
Oversee incident lifecycle management from intake through resolution, ensuring documentation accuracy and audit readiness.</p></li></ul></div><div><ul><li><p>
Develop, document, and maintain Standard Operating Procedures (SOPs) outlining ticket management workflows and resolution processes.</p></li></ul></div><div><ul><li><p>
Review and update SOP documentation regularly to reflect operational, technical, and process changes.</p></li></ul></div><div><ul><li><p>
Provide operational reporting and performance analysis to leadership, identifying trends and recommending service improvements.</p></li></ul></div><div><ul><li><p>
Drive continuous improvement initiatives to enhance responsiveness, efficiency, and overall service quality across Collaboration Services.</p></li></ul></div></div><div><div><p><b>
KNOWLEDGE AND SKILLS REQUIRED:</b></p><ul><li><p>
4+ years of relevant IT experience supporting enterprise service desk or help desk operations.</p></li></ul></div><div><ul><li><p>
Experience managing SLA-driven ticket queues within an enterprise IT environment.</p></li></ul></div><div><ul><li><p>
Experience supporting Microsoft 365 enterprise environments.</p></li></ul></div><div><ul><li><p>
Experience coordinating high-priority and critical incident response activities.</p></li></ul></div><div><ul><li><p>
Strong analytical, organizational, documentation, and communication skills.</p></li></ul></div><div><p><b>
KNOWLEDGE AND SKILLS DESIRED:</b></p></div><div><ul><li><p>
Experience working with Federal agencies, particularly the Department of Veterans Affairs, is a plus.</p></li></ul></div><div><ul><li><p>
Experience with ServiceNow.</p></li></ul></div><div><ul><li><p>
Familiarity with ITIL-based incident, problem, and service management practices.</p></li></ul></div><div><ul><li><p>
Experience developing operational dashboards and SLA performance metrics.</p></li></ul></div><div><p><b>
EDUCATION:</b></p></div><div><ul><li><p>
Bachelor&rsquo;s degree in Computer Science, Engineering, or a related discipline, or equivalent experience.</p></li></ul></div><div><p><b>
CLEARANCE:</b></p></div><div><ul><li><p>
Must be able to obtain and maintain a Public Trust clearance.</p></li></ul></div></div><div><div><p><b>
WORK LOCATION:</b></p></div><div><ul><li><p>
Remote</p></li></ul></div><div><p><b>
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.</b></p></div><div><p><b>
This position requires U.S. citizenship or </b><b>Greencard</b><b>.</b></p></div><div><p><b>
This position is contingent upon contract award.</b></p></div><div><p><b>
Technatomy Corporation is an Equal Opportunity Employer. It is the policy of Technatomy Corporation to afford equal employment opportunity regardless of race, color, religion, national origin, sex, age, marital status, disability or veteran status, or any other status protected by applicable law.</b></p></div></div></div></div></div></div></div></div><p></p>

Help Desk Queue Manager

OCHIN

<div>Description:
<p><b>
MAKE A DIFFERENCE AT OCHIN</b></p><p><br>
</p><p><b>OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, providing the clinical insights and tailored technologies needed to expand patient access, grow and connect care teams, and improve the health of rural and underserved communities.</b></p><p>
We are hiring a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.</p><p><b>
At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.</b></p><p>
Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees&rsquo; entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.</p><p><b>
Position Overview</b></p><p>
The <b>IT Service Desk Manager</b> provides strategic leadership and operational oversight for the IT Service Desk team, ensuring high-quality end-user support across the organization. This role is responsible for directing the team in resolving incidents and fulfilling service requests, monitoring performance metrics, and driving continuous improvement in service delivery. The Manager oversees technical standards for end-user devices, manages procurement and lifecycle refresh activities, and ensures alignment of Service Desk practices with organizational goals. This role partners closely with the Chief Technology Officer (CTO) and other leaders within the organization to develop support strategies, optimize processes, and enhance the end-user experience. This role reports to the CTO.</p><p><b>
Essential Duties</b></p><ul><li>
Provide leadership, direction, and management to the IT Service Desk team, including hiring, coaching, performance evaluation, and workforce planning.</li><li>
Assist in the development, planning, and management of the IT Service Desk budget, including forecasting costs for internal IT resources, technology needs, licensing, hardware lifecycle refresh, and operational expenditures.</li><li>
Establish and oversee daily operations of the Service Desk, ensuring timely resolution of incidents, requests, and escalations.</li><li>
Lead the design, rollout, and continuous improvement of procedures for triage, prioritization, and resolution of help desk requests.</li><li>
Partner with IT leadership to develop training programs and resources that improve end-user self-sufficiency and enhance service quality.</li><li>
Review, approve, and contribute to technical documentation, standard operating procedures, and knowledge-base content.</li><li>
Analyze team performance metrics; identify trends, implement process improvements, and ensure efficient use of resources.</li><li>
Oversee advanced troubleshooting and escalation management, collaborating with specialized IT teams when needed.</li><li>
Direct the procurement, deployment, lifecycle management, and inventory tracking for all end-user devices across the organization.</li><li>
Provide oversight for identity, network, email, and system access provisioning, including account creation, auditing, and deactivation processes.</li><li>
Ensure proper administration of directory services, authentication systems, and security groups.</li><li>
Manage the deployment, testing, and rollout of firmware and software patches across supported devices.</li><li>
Collaborate across IT teams and other departments to evaluate and improve service-related business processes.</li><li>
Perform other duties as assigned by IT leadership.</li></ul>
Requirements:
<ul><li>Bachelor&rsquo;s or equivalent relevant combination of education and experience</li><li><b>
Minimum 3-5 years of experience administering Microsoft Office 365 and Microsoft Exchange required.</b></li><li><b>
Minimum of 5 years of experience administering Windows Active Directory.</b></li><li>
Desired certifications/proficiencies include CompTIA A+, Network +, ITIL Foundation, Microsoft 365: Desktop Administrator, Jamf 100/200</li><li><b>
Minimum two (2) years of supervisory or manager experience (direct reports)</b></li><li><b>
Healthcare/Health care IT industry experience</b> <b>or experience supporting heavy regulated environments is required </b>(Preference given to candidates with Healthcare/Health care IT experience.</li><li>
Experience overseeing Microsoft Intune and Jamf administration, ensuring consistent enforcement of security best practices for Windows endpoints and mobile device management (MDM) platforms</li><li>
Experience in implementation and administration of infrastructure services like FTP, IIS, DNS, DHCP, GPO and CIFS.</li><li>
Experience with Cisco and/or Citrix product line or other applicable technologies<b> (Healthcare industry experience is a plus)</b></li><li>
Expertise configuring and maintaining Microsoft Windows, MacOS and iOS, including automation of common configuration and setup procedures</li><li>
Strong understanding of endpoint security principles, including secure configuration, policy enforcement, and compliance monitoring.</li><li>
Experience partnering with security or compliance teams to ensure adherence to organizational security standards and best practices.</li><li>
Knowledge of scripting languages (such as VBS, PowerShell) is a plus</li><li>
Strong foundation in Systems Administration principles, including systems automation, change management, capacity planning, documentation, etc.</li><li>
Advanced knowledge in using various remote tools for assisting users, troubleshooting, and resolving complex problems.</li><li>
Excellent verbal and written communication skills and able to work independently with minimal direction</li></ul><p><b><br>
Base Pay Overview</b></p><p>
OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.</p><p><br>
</p><p><b>Physical Requirements/Work Environment:</b></p><ul><li>
Constant interpersonal skills, teamwork, and customer service. Frequent creativity, mentoring, presentations/teaching. Occasional decision making and independent judgment or action.</li><li>
Reading, speaking, writing, and understanding English.</li><li>
While performing the duties of the job, the employee is regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms.</li><li><b>
This position requires a virtual home-office environment, working remotely and will require that employees be on camera for all virtual meetings</b>.</li><li>
The role routinely uses standard office equipment such as computers and mobile devices.</li><li>
Travel may be required to support OCHIN&rsquo;s business requirements for Go-Live installations or training which may require travel by air, vehicle, or train.</li></ul><p><b>
COVID-19 Vaccination Requirement</b></p><p>
To keep our colleagues, members, and communities safe, OCHIN requires all employees&mdash;including remote employees, contractors, interns, and new hires&mdash;to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.</p><p><b>
Work Location and Travel Requirements</b></p><p>
OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.</p><p>
Work from home requirements are:</p><ul><li>
Ability to work independently and efficiently from a home office environment</li><li>
High Speed Internet Service</li><li>
It is a requirement that employees work in a distraction free workplace</li></ul><p>
We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings</p><p><b>
Equal Opportunity Statement</b></p><p><i>
OCHIN is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.</i></p><p><i>
As an Equal Opportunity and Affirmative Action employer, OCHIN, Inc. does not discriminate on the basis of race, ethnicity, sex, gender identity, sexual orientation, religion, marital or civil union status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.</i></p><p><b>
#LI-Remote</b></p></div>

HEALTH CARE MANAGER, IT SERVICE DESK

Qatar Advanced Technology

<p>Department: IT Services &ndash; Service Operations</p><p>We are seeking a Service Desk Analyst to provide high-quality IT support and ensure timely resolution of incidents and service requests in a dynamic IT Service Provider environment.</p><p>Key Responsibilities</p><p>Provide first-level IT support via phone, email, and remote tools</p><p>Log, resolve, and escalate incidents and service requests using ITSM tools</p><p>Monitor support queues and ensure ownership of open tickets</p><p>Support end-users remotely and educate them on IT best practices</p><p>Maintain accurate documentation and knowledge base articles</p><p>Ensure service desk operations align with business and customer satisfaction goals</p><p>Requirements</p><p>Bachelor&rsquo;s degree in Computer Science, IT, Engineering, or equivalent</p><p>3&ndash;4 years of experience in remote IT support (IT Service Provider environment)</p><p>Strong troubleshooting and customer service skills</p><p>Excellent verbal and written communication skills</p><p>Mandatory expertise: Active Directory, Exchange, Azure, O365</p><p>Knowledge of ITIL V4 and IT security fundamentals</p><p>Additional Skills (Preferred)</p><p>Experience with ITSM tools (HP/Microfocus Service Manager preferred)</p><p>Microsoft, Azure, or Networking certifications</p><p>Knowledge of SCCM, Intune, BitLocker, VPNs, and basic networking</p><p>This role is strictly open to Bilingual candidates only.</p><p>Apply via LinkedIn or share with suitable bilingual professionals.</p><p>Industry</p><ul><li>IT Services and IT Consulting</li></ul><p>Employment Type</p><p>Full-time</p><p>Edit job description</p><p>Job Type: Full-time</p><p>Pay: Up to QAR6,000.00 per month</p>

Service Desk Analyt bilinual

AISIN WORLD CORP. OF AMERICA

<div><p><b>Job Title: </b>Help Desk Manager</p>
<p><b>
Company: </b>AISIN World Corp. of America</p>
<p><b>
Department: </b>DX Strategy, DX Infrastructure/Security</p>
<p><b>
Location: </b>Northville, MI</p>
<p>
</p><p><b>Position Responsibilities</b></p>
<p>
The incumbent is expected to perform the following functions that the company has determined are essential to this position:</p>
<ul>
<li>Oversee the daily operations of our DX-I help desk, ensuring efficient and effective resolution of technical issues, and providing exceptional customer service to our internal customers.</li>
<li>Lead, mentor, and motivate a team of DX-I Infrastructure support analysts, providing guidance and support to ensure high levels of productivity.</li>
<li>Manage the day-to-day operations of the DX-I help desk, including ticket triaging, assignment, and resolution, ensuring timely response and resolution of technical issues.</li>
<li>Serve as an escalation point for complex technical issues, providing hands-on assistance and guidance to help resolve issues in a timely manner.</li>
<li>Continuously evaluate and improve help desk processes and procedures to enhance efficiency, streamline workflows, and improve overall service delivery.</li>
<li>Maintain accurate documentation of help desk procedures, troubleshooting steps, and knowledge base articles to facilitate efficient issue resolution and knowledge sharing.</li>
<li>Monitor and update key performance metrics and KPIs to track help desk performance, identify areas for improvement, and implement corrective actions as needed.</li>
<li>Develop and implement training programs to enhance the technical skills and knowledge of help desk staff, ensuring they stay up to date with the latest technologies and best practices.</li>
<li>Ensure compliance with company security policies and procedures, including data privacy regulations and best practices for information security.</li>
<li>Perform other related tasks as required.</li>
</ul>
<p></p><p><b>Required Skills and Abilities</b></p>
<p>
Essential Skills and Experience:</p>
<ul>
<li>Foster a customer-centric culture within the help desk team, ensuring that all interactions with internal customers are professional, courteous, and effective.</li>
<li>Proven experience in a supervisory or managerial role within a DX-I help desk environment.</li>
<li>Strong technical background with expertise in troubleshooting hardware, software, and network issues.</li>
<li>Excellent leadership, communication, and interpersonal skills.</li>
<li>Ability to effectively prioritize tasks and manage multiple priorities in a fast-paced environment.</li>
<li>Experience with DX-I service management tools (e.g., ServiceNow, InvGate, etc.) preferred.</li>
<li>Proficiency in leading both physical and virtual teams</li>
</ul>
<p></p><p><b>Beneficial Skills and Experience</b></p>
<ul>
<li>Experience working with Regional or Global DX-I suppliers.</li>
<li>Knowledge of automotive manufacturing business a plus.</li>
<li>A strong desire to learn through research and continuing education pursuits.</li>
</ul>
<p></p><p><b>Education/Training/Certifications</b></p>
<ul>
<li>B.S. degree in IT related field. Equivalent experience will be considered.</li>
<li>Relevant technology (e.g. HDI, ITIL, etc.), specific certifications required.</li>
</ul>Requirements:
<p><b>Travel Requirements</b></p>
<ul>
<li>Approximately 20 %</li>
<li>Must be willing and available to travel to such locations and with such frequency as is necessary and desirable to meet business needs.
</li></ul><p></p><p><b>Work Environment Requirements</b></p>
<p>
With reasonable accommodation:</p>
<ul>
<li>Must be able to operate a personal computer, telephone, and other office equipment.</li>
<li>Must perform job duties onsite, when necessary, except those duties that are customarily or by their nature performed offsite (for example, offsite customer visits).</li>
<li>Must be able to work effectively in a fast-paced environment.</li>
<li>Must be able to work on multiple assignments at once, and complete assignments within deadline and budget (if applicable) with satisfactory quality.</li>
<li>Must be able to operate as an effective team member.</li>
<li>Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all company safety policies.</li>
</ul>
<p></p><p><b>Attendance/Work Hour Requirements</b></p>
<ul>
<li>Must maintain an acceptable attendance record.</li>
<li>Must be willing and available to work weekends and holidays as necessary and desirable to meet business needs.</li></ul></div>

Help Desk Manager

TAWANTECH

<div><p>The Service Desk role provides on-site operational support within the Technology Operations team. The role is responsible for enforcing end-to-end ticket logging and management through the ITSM system, ensuring accurate tracking, proper documentation, and full compliance with defined SLAs and KPIs, while adhering to all cybersecurity and regulatory requirements.</p><p></p><b>
Key Responsibilities</b><ul><li>
Lead day-to-day Service Desk operations within Technology Operations.
</li><li>Oversee and ensure proper logging, tracking, and management of all incidents, service requests, and problems via ITSM.
</li><li>Monitor ticket progress and ensure timely resolution in line with SLAs.
</li><li>Ensure proper ticket closure with complete documentation and resolution details.
</li><li>Act as an escalation point for complex or critical incidents.
</li><li>Coordinate with internal technical and business teams to ensure efficient issue resolution.
</li><li>Monitor service desk performance and ensure KPI compliance.
</li><li>Prepare and review operational, service-level, and management reports.
</li>Support audits, assessments, and regulatory reviews when required.<br>
<li>
</li></ul><br>
<br>
<b>Requirements</b><br>
<ul><li>
Strong understanding of ITSM processes (Incident, Request, and Problem Management).
</li><li>Solid experience in Technology Operations Service Desk environments.
</li><li>Proven experience working with SLA and KPI frameworks.
</li><li>Strong reporting, documentation, and analytical skills.
</li><li>Excellent communication and stakeholder management skills.
</li><li>Previous experience in banking or financial services environments.
</li><li>PMP and ITIL certifications are required.
</li><li>Ability to work across teams objectively without operational bias.
</li><li>High attention to detail and problem-solving mindset.
</li></ul><b>Qualifications &amp; Experience</b><ul><li><ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.
</li><li><b>Minimum 6&ndash;8 years of experience</b> in Service Desk or IT Operations roles.
</li><li>Proven senior-level experience in a banking or regulated financial environment.</li></ul></li></ul></div>

Service Desk

OpenGov

<div><p>OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov&rsquo;s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.</p><p></p><h2 class="jobSectionHeader"><b>
Job Summary</b></h2><p>
The Manager, IT Services (Pune) leads the Pune-based IT Operations and Services function responsible for high-quality global end-user support execution, knowledge management, and operational consistency. This hands-on leader builds a high-performing service desk team, enforces ITSM processes, improves SLA performance, while partnering tightly with US-based IT leadership on escalations, handoffs, and continuous improvement.</p><p></p><h2 class="jobSectionHeader"><b>
Core Responsibilities</b></h2><ul><li><p>
Lead day-to-day Pune service desk operations: triage discipline, accurate categorization, quality ticket notes, and consistent customer communications.</p></li><li><p>
Own Pune performance against SLAs, backlog aging targets, and reopen-rate reduction; escalate systemic issues to IT Ops for remediation.</p></li><li><p>
Establish queue coverage plans (rotations, overlap coverage, escalation handoffs) and ensure clean cross-time-zone baton passes.</p></li></ul><ul><li><p>
Define and enforce ITSM processes for incident, request, knowledge, problem, and asset management (within Pune scope).</p></li><li><p>
Drive KB and SOP adoption: ensure high-volume issues get documented and deflected through self-service.</p></li><li><p>
Identify automation opportunities and partner with IT Ops leadership to reduce toil and improve service levels.</p></li></ul><ul><li><p>
Coach, develop, and performance-manage the Pune IT Services team; build a culture of customer-first service and operational rigor.</p></li><li><p>
Establish clear capability tiers (Tier 1 vs Tier 2), training plans, and QA sampling to steadily expand Pune&rsquo;s resolution scope safely.</p></li></ul><ul><li><p>
Produce weekly and monthly reporting on support health (SLA attainment, backlog aging, top drivers, deflection trends) and use it to drive improvement.</p></li><li><p>
Serve as the Pune escalation leader for high-impact support cases, coordinating with US leadership during major incidents.</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Qualifications</b></h2><ul><li><p>
Minimum of 5-years in IT support/service delivery, including hands-on troubleshooting experience.</p></li><li><p>
Minimum of 1-year of people leadership (or strong lead-level experience with mentoring/queue ownership).</p></li><li><p>
Working knowledge of macOS and Windows OS, common SaaS tools, and troubleshooting fundamentals.</p></li><li><p>
Demonstrated experience running service desk processes (incident/request/knowledge; basic problem management).</p></li><li><p>
Experience managing AWS environments and supporting engineering and R&amp;D/Product function</p></li><li><p>
Experience working in a SaaS environment and/or at a Technology (SaaS) company.</p></li></ul><ul><li><p>
Experience with ITIL/ITSM concepts and metrics-driven operations.</p></li><li><p>
Familiarity with endpoint tools (Kandji, NinjaOne, SentinelOne) and identity/access request patterns (Okta).</p></li><li><p>
Experience working with distributed teams and executing follow-the-sun operations.</p></li></ul><p></p><h1 class="jobSectionHeader"><b>
Why OpenGov?</b></h1><p></p><p><b>
A Mission That Matters.
</b></p><p>At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it&rsquo;s the core of our democracy.</p><p></p><p><b>
Opportunity to Innovate</b></p><p>
The next great wave of innovation is unfolding with AI, and it will impact everything&mdash;from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We&rsquo;ve touched 2,000 communities so far, and we&rsquo;re just getting started.</p><p></p><p><b>
A Team of Passionate, Driven People</b></p><p>
This isn&rsquo;t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.</p><p></p><p><b>
A Place to Make Your Mark</b></p><p>
We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.</p></div>

Manager I, IT Operations and Services

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