About the Job

We are looking for a driven and experienced Assistant Manager – Global Service Desk to oversee day-to-day operations across a 24/7 support environment. This role plays a key part in delivering excellent service support to global users and maintaining performance, metrics, and process compliance in line with ITIL standards. You will be leading a team of service desk professionals, ensuring timely issue resolution and acting as a liaison for business-impacting initiatives.

Key Responsibilities

- Manage the daily operations of a 24/7 Global Service Desk, including teams across multiple geographies (phone, email, live chat).
- Monitor tickets, ensure SLA adherence, and manage escalations for timely incident resolution.
- Implement and enforce service delivery best practices aligned with ITIL principles.
- Develop, track, and analyze performance metrics and KPIs for continual service improvement.
- Schedule and allocate resources effectively across shifts, ensuring optimal team coverage.
- Conduct deep-dive analysis and root cause identification for recurring incidents.
- Provide regular reports on service desk performance (weekly, monthly, ad-hoc).
- Serve as a point of contact for all major service-impacting issues and initiatives.
- Coach and mentor service desk leads and agents through regular feedback and performance reviews.




- Collaborate with internal and external stakeholders to align service desk capabilities with business requirements.
- Drive continuous improvement projects and initiatives within the service desk function.

Required Qualifications

- Full-time Technical Graduate (preferred)
- 10+ years of experience in IT Service Management
- Minimum 5 years in Service Desk roles
- Minimum 3 years managing Service Desk or IT Helpdesk operations
- ITIL v3 or v4 Certification (required or working knowledge)
- Strong technical exposure and hands-on understanding of:
- Windows OS, Active Directory, G Suite, MS Office
- Networking basics and ticketing tools (ServiceNow, JIRA, Remedy)
- Proven ability to manage and track KPIs, SLAs, OLAs, and team productivity
- Excellent written, verbal, and interpersonal communication skills
- Ability to manage high-pressure situations and prioritize tasks independently
- Solid experience with reporting, escalation handling, and conflict resolution

Preferred Skills & Attributes

- Technical certifications (e.g., CompTIA, Microsoft, Cisco) are a plus
- Ability to lead geographically distributed teams
- Strong analytical and problem-solving skills
- Proficient in documentation and process improvement
- Detail-oriented, organized, and delivery-focused
- Robust relationship-building skills with internal and external stakeholders
- Excellent presentation and reporting capabilities

📌 Assistant Manager of Global Service Desk (Secunderabad)
🏢 IntouchCX
📍 Secunderabad