Service Desk Manager

Description

Team Leadership & People Management

• Manage the India-based CX team’s day-to-day operations, including developers, solution specialists, and service desk team.

• Lead, mentor, and grow the team by fostering a culture of collaboration, innovation, and continuous learning.

• Oversee workload distribution, career development, and performance management.

Platform Enablement & Development Support

• Oversee the development and enhancement of ServiceNow scripts, workflows, and integrations in alignment with U.S. CX platform governance.

• Support and enable the Moveworks AI-driven support platform to ensure effective response automation and continuous improvement.

• Lead Nexthink digital employee experience initiatives by building actionable insights and driving scripting enhancements.

• Drive automation-first solutions across ServiceNow, Moveworks, and Nexthink to reduce manual tasks, proactively resolve issues, and deliver seamless employee experiences.

• Ensure all solutions follow best practices for scalability, security, and maintainability.

Service Desk Operations

• Manage Service Desk operations to ensure timely and high-quality resolution of end-user issues.

• Monitor performance against defined SLAs and KPIs to ensure operational excellence.

• Identify opportunities to improve incident, request, and problem management processes.

• Collaborate with global teams to align service delivery with ITSM and ITIL best practices.

Collaboration & Stakeholder Communication

• Act as the primary liaison between India-based teams and U.S. CX leadership.

• Provide regular project updates, track progress, and manage risks.

• Support global IT service delivery goals and ensure alignment with CX strategies.

Continuous Improvement & Innovation

• Promote best practices in platform development, ITSM processes, and automation frameworks.

• Identify and implement process improvements to increase efficiency, reliability, and end-user satisfaction.

• Encourage experimentation with new features and emerging technologies.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 10 years of experience in IT, with 5 years managing ServiceNow, automation platforms, and IT Service Desk operations.
• Proven experience leading teams in a global matrix environment.
• Strong technical expertise in ServiceNow development and administration, with exposure to Moveworks and Nexthink.
• Experience with ITSM, ITIL processes, scripting, integrations, automation frameworks, and end-user support operations.
• Excellent communication and interpersonal skills to effectively engage with U.S.-based leadership and global stakeholders.
• Demonstrated ability to manage both platform enablement and service delivery functions effectively.
• Strong leadership skills to foster collaboration, innovation, and professional growth within the team.

This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.

Job Information Technology

Primary Location India-Maharashtra-Mumbai

Schedule: Full-time

Travel: No

Req ID: 253696

Job Hire Type Experienced Not Applicable #BMI N/A