Role Description & Responsibilities :

- Lead day-to-day Global Service Desk operations and service delivery.
- Manage Shift Leads and Service Desk Engineers; oversee staffing and shift planning.
- Drive SLA compliance, escalation management, and operational governance.
- Review trends, reduce recurring incidents, and improve processes.
- Coach, mentor, and develop team members.
- Manage customer escalations and stakeholder communications.
- Monitor KPIs including SLA, FCR, MTTR, backlog, and CSAT.
- Promote AI-powered support tools, automation, and knowledge management.
- Provide oversight for Windows, Microsoft Office, Outlook, Zoom, VPN, and endpoint support.
- Support a 24×5 rotational operating model.

Required Qualifications

- Bachelor's degree in any discipline.
- 10 -12 years of IT Help Desk or Service Desk experience with leadership responsibilities.
- Excellent spoken and written English communication skills.
- Experience managing technical support teams and ITSM platforms.
- Prior experience in managing team/team members across India, United States and EMEA region.




- Strong knowledge of Windows desktop support and enterprise productivity tools.

Preferred Qualifications:

- Previous experience in a Global Service Desk setting.
- Experience supporting enterprise environments
- Windows OS/Desktop Administration training or certification.
- Basic knowledge of Active Directory, Office 365, Intune, endpoint management, DNS, DHCP, VPN and vulnerability management.
- Networking fundamentals (basic LAN, WAN and Wireless troubleshooting skills)
- ITIL certification and exposure to AI-enabled support platforms.
- Candidates fluent in speaking any foreign languages like Japanese, Chinese, Korean, French or German would be preferred.

What is in it for you?

- Work for one of the biggest software companies in Europe
- Work in a culture of collaboration and innovation
- Opportunities for personal development and career progression

Pay: ₹1,000,000.00 - ₹1,600,000.00 per year

Work Location: In person

📌 Global Service desk manager (India)
🏢 MentorBeep
📍 India