This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Enterprise Service Desk based in India.
This leadership role is responsible for building and managing a high-performing enterprise service desk within a agile, customer-focused IT environment.
You will lead a large team of technicians, strengthening their capabilities while driving consistent, high-quality service delivery.
The role combines people leadership, operational planning, ITIL process governance, performance management, and customer engagement.
You will oversee a 24/7 support operation, ensuring effective staffing, SLA performance, first-contact resolution, and service quality.
Success in this position requires a hands-on leader who can turn strategic objectives into disciplined execution and measurable improvements.
You will work closely with clients and other IT teams to resolve complex issues, identify opportunities, and continuously improve the customer experience.




The role offers an opportunity to shape service desk operations while developing a team culture centered on accountability, learning, and continuous improvement.
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Accountabilities:
Lead and manage a large team of service desk technicians throughout the employee lifecycle, including hiring, onboarding, training, performance reviews, incentives, development planning, and disciplinary actions.
Conduct regular one-on-one meetings, monthly team meetings, performance reviews, and coaching sessions to support employee growth and accountability.
Develop and implement training and development programs that strengthen technical and service delivery capabilities across the team.
Produce and present weekly and monthly operational reports and service reviews covering SLA/SLO performance, ticket volumes, trends, and other key operational metrics.
Plan capacity and shift coverage for a 24/7 service desk, forecast demand, and allocate resources effectively, particul

📌 Manager, Enterprise Service Desk (India)
🏢 Jobgether
📍 India