Absolutely. For Indeed, it is better to keep the JD structured, searchable, and keyword-rich while avoiding unnecessary repetition. Here is a posting-ready version:

Customer Service Manager (CSM) – Help Desk | 24x7 Global Service Desk

Company: SuperSeva Global Services Pvt. Ltd.

Location: Bengaluru, Karnataka

Work Mode: Work from Office

Shift: 24x7x365 Rotational Shifts (US EST Aligned)

Working Days: 6 Days

Experience: 3–5 Years

Salary: ₹55,000–₹60,000 CTC per month

Notice Period: Immediate Joiners / Candidates with up to 15 days’ notice preferred

Job Summary

SuperSeva Global Services is looking for an experienced Customer Service Manager (CSM) / Service Desk Manager to lead and manage a 24x7 Global IT Service Desk supporting end users across the United States and Europe.

The ideal candidate should have strong people-management, IT Service Desk, SLA/KPI management, customer handling, reporting, and ITIL process knowledge. The candidate will be responsible for managing a team of 20 L1 Service Desk Agents, ensuring operational excellence, maintaining SLA performance, and driving continuous service improvement.

Key Responsibilities

- Lead, manage, motivate, and mentor a team of 20 L1 Service Desk Agents.
- Ensure achievement of defined SLA, KPI, productivity, quality, and CSAT targets.
- Prepare and publish monthly shift rosters, ensuring adequate 24x7 service coverage.
- Plan and approve team leave while maintaining business continuity.
- Monitor daily calls and tickets and conduct regular quality audits.
- Identify performance and skill gaps and implement appropriate coaching and training plans.
- Handle escalations and high-severity incidents in a calm and structured manner.
- Conduct Root Cause Analysis (RCA) for recurring issues and implement corrective/preventive actions.
- Ensure compliance with ITIL processes, including Incident, Request,



Problem, and Change Management.
- Coordinate with Infrastructure, Network, Security, Application Support, and other IT teams for timely resolution.
- Prepare and publish weekly and monthly operational reports.
- Prepare and maintain customer-facing reports, presentations, and dashboards using MS Excel and PowerPoint.
- Participate in customer meetings and prepare and circulate Minutes of Meeting (MoM).
- Monitor customer satisfaction and identify opportunities to improve service quality.
- Drive continuous improvement initiatives across the service desk.
- Ensure proper documentation and adherence to organizational processes and standards.

Technical Skills

Mandatory:

- ServiceNow
- IT Service Desk / Help Desk Operations
- Active Directory user management
- Password reset and account management tools
- VPN troubleshooting
- Microsoft Office 365 and Outlook support
- Microsoft Teams support
- Hardware and software asset management
- Windows troubleshooting
- Incident categorization and prioritization

Positive to Have:

- Basic Windows Server administration
- Basic SQL knowledge for reporting and data analysis
- ITIL Foundation certification or equivalent knowledge

Required Skills & Competencies
- Excellent English communication skills, both verbal and written.
- Neutral accent preferred.
- Strong customer service and stakeholder-management skills.
- Strong people-management and leadership capabilities.
- Excellent documentation, reporting,



and presentation skills.
- Valuable working knowledge of MS Excel and PowerPoint.
- Ability to work effectively in 24x7 rotational and night shifts.
- Strong ownership, accountability, and decision-making skills.
- Ability to handle escalations and high-severity incidents professionally.
- Strong analytical and problem-solving skills.
- Ability to work under pressure in a fast-paced global service desk workplace.

Qualification & Experience
- Graduate in B.Tech / BCA / B.Sc. IT / Any Graduate with relevant IT experience.
- 3–5 years of relevant experience in IT Service Desk / Help Desk operations.
- Prior experience as a Team Lead, Service Desk Lead, Customer Service Manager, or Service Desk Manager is preferred.
- Proven experience managing a team of 20 L1 Service Desk Agents.
- Experience supporting US and European users in a global IT service desk environment.
- Experience working with SLA, KPI, CSAT, ticket management, escalation management, and service improvement.

Preferred Candidate Profile

Candidates who have experience in 24x7 Global Service Desk Operations, ITIL, ServiceNow, Team Management, Incident Management, SLA Management, and US/Europe customer support are strongly preferred.

Immediate joiners and candidates with a maximum 15-day notice period will be preferred.

Interested candidates can apply with their updated resume.

r

Pay: ₹55,000.00 - ₹60,000.00 per month

Benefits

- Provident Fund

Experience:
- Service Desk Manager: 3 years (Required)
- Customer Service Manager: 3 years (Required)
- CSM: 3 years (Required)
- IT Service Desk Lead: 3 years (Required)
- Help Desk Manage: 3 years (Required)
- Service Desk Team Lead: 1 year (Required)
- ServiceNow,: 3 years (Required)
- L1 Service Desk: 1 year (Required)

Work Location: In person

📌 Customer Service Manager (CSM) – Help Desk | 24x7 Global Service Desk (HBR Layout)
🏢 Srishti Software Applications
📍 HBR Layout