Service Desk Manager - Pune, India at ESP Global… · Pune

We're looking for a Service Desk Manager with a strong technical support background to lead the day-to-day operations of our Service Desk. You'll drive first line and escalation support performance, keep incident and ticket management sharp, and build a team of technically skilled analysts who deliver excellent customer outcomes, all while acting as the go-to escalation point when things get critical.

What You'll Do

• Lead and develop a team of technical and non-technical support analysts, ensuring they're fully trained across all supported systems, platforms, and processes
• Own the team's technical performance call/ticket quality, first-contact resolution, productivity, and adherence to SLAs
• Manage shift rosters and resourcing to maintain 24/7 coverage, including on-call and after-hours support
• Monitor incident and ticket management against defined ITSM processes, identifying technical skill gaps and rolling out targeted training
• Own onboarding and technical readiness for new services and customers transitioning into the Service Desk, ensuring a smooth path to steady state support
• Act as Escalation Manager for incidents and service impacting issues, driving technical triage, coordinating with resolver groups, and keeping stakeholders updated until resolution.
• Lead root cause analysis on recurring issues.
• Manage performance against KPIs, feedback, and monthly 1:1s
• Stay current on the technologies and platforms your team supports, and keep building your own technical depth.

What You'll Bring

• 5+ years' experience managing a Service Desk or technical support team in an IT Services environment
• Solid hands-on background in technical/IT support you understand the systems your team troubleshoots, not just the process around them
• Strong knowledge of ITSM ticketing and call management systems (ServiceNow experience)
• Experience in incident management, root cause analysis, and escalation handling
• Proven people management experience leading a large technical team
• Strong stakeholder management and the ability to translate technical issues for non-technical audiences
• Analytical mindset comfortable deep-diving into technical/performance data as well as owning the bigger strategic picture
• ITIL Foundation certification (minimum)

A Few Things to Know

This role supports a 24/7 service desk, so flexibility for out-of-hours emergencies, escalations, and on-call rotations is essential. You'll lead from the front line, working hands-on with your team's technical queue while collaborating with an internationally distributed team across multiple time zones.