Service Desk Manager

Location: Noida

Industry: FinTech / BFSI / High-Availability IT Environment

Role Overview

We are looking for a strategic and hands-on Service Desk Manager to set up, scale, and lead a high-performing Service Desk function from scratch in a mission-critical FinTech/BFSI environment. The role requires strong ITIL-based process ownership, stakeholder management, and operational excellence.

Key Responsibilities

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Establish and manage end-to-end Service Desk operations, including SOPs, escalation matrices, and governance frameworks

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Design, implement, and optimize ITSM ticketing workflows using tools such as Jira, Zendesk, Freshdesk, or ServiceNow

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Own Incident, Problem, Change, and Crisis Management for business-critical and customer-facing systems

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Define, track, and improve KPIs, SLAs, CSAT, dashboards, and operational metrics

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Build and lead a Service Desk team, including agent onboarding, training, performance management, and knowledge management

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Ensure high availability and quick resolution in 24x7 / high-uptime environments

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Act as a bridge between Service Desk, Development, QA, and DevOps teams, with robust understanding of SDLC

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Drive continuous service improvement initiatives aligned with ITIL best practices

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Manage communication with internal stakeholders and senior leadership during incidents and escalations

Required Experience & Skills

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10+ years of overall IT experience, with 5+ years in Service Desk / IT Operations leadership roles

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Strong hands-on experience with ITSM tools: Jira, Zendesk, Freshdesk (ServiceNow is a plus)

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In-depth knowledge of ITIL v4 frameworks and best practices

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Proven experience supporting customer-facing, mission-critical systems

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Strong stakeholder management, communication, and crisis-handling skills

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Experience working in FinTech, BFSI, or regulated environments is highly preferred

📌 Algotale (Car Dekho)- Service Desk Manager (Noida)
🏢 NextHire
📍 Noida