Service Desk Manager

Service Desk Manager

Position Overview:

The Service Desk Manager will lead and manage the IT Service Desk operations for a fast-paced FinTech environment, ensuring high availability, security, and seamless support for business-critical applications and platforms. The ideal candidate should be able to clearly define the scope and objectives for the service desk. They must establish processes and frameworks based on ITIL best practices and create Standard Operating Procedures (SOPs) for ticket handling, escalation, and communication..We are specifically looking for someone capable of establishing a service desk process from the ground up, rather than managing an already implemented process.

Roles and Responsibilities:

• Ticketing Workflow Setup: - Must have the ability to set up a ticketing workflow from scratch using tools such as JIRA Service Desk, Zendesk, or Freshdesk.
• This includes creating and managing the ticket flow, routing, triggers, automation, views, and defining the logic/integration behind the ticketing workflow.
• Reporting & Metrics: Familiarity with handling reporting and metrics is essential. - Key Performance Indicators (KPIs): Such as First Call Resolution (FCR), Average Handling Time (AHT), and SLA compliance.
• Dashboards: Creation of dashboards for real-time performance monitoring.
• Feedback Mechanism: Implementation of customer satisfaction surveys for continual improvement (CSAT) -
• Training & Knowledge Management: - Responsible for agent training in tools, processes, and soft skills. - Regular maintenance and updates of the knowledge base to ensure accurate and accessible information.
• SDLC process Awareness: Should be aware of the Software Development Life Cycle (SDLC) processes and stakeholder management at different stages of code deployments, working with cross-functional teams such as developers, QA, DevOps, and possessing a basic understanding of cloud services.

Must Have Skills:

• 10+ years of IT experience, with at least 5 years in Service Desk or IT Operations leadership.
• Strong incident management and crisis handling skills.
• Strong understanding of ITIL frameworks (ITIL v4 preferred).
• Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or Remedy.
• Experience supporting mission-critical, customer-facing financial systems.
• Excellent stakeholder management and communication skills.
  
  

Good to Have Skills:

• Experience working in FinTech, BFSI, or high-availability digital platforms.
• Knowledge of cloud environments (AWS/Azure/GCP).
• Exposure to DevOps, SRE, or automation-driven operations.
• Familiarity with compliance and security standards relevant to financial services.
  
  

Key Attributes

• Customer-first and risk-aware approach.
• Ability to operate under pressure in a fast-paced environment.
• Strong analytical and problem-solving capabilities.
• High ownership and accountability mindset.

Location:

• Noida