POSITION SUMMARY

• Local leader responsible for growing a brand-current Service Desk team within an established global department.

• Serve as the lead point of contact and escalation point for the Service Desk during shift days.

• Ensuring 24/7 & 365 operational coverage for the Service Desk during shift days.

• Ensure seamless continuity and handover across the globally distributed Service Desk, and act as the local champion and key global communicator.

• Support the local L1 & L2 teams in meeting KPIs and pursuing personal development objectives.

• Ensuring all ITSM and monitoring systems are maintained in accordance with SLA objectives.

• Ensuring all incidents and service requests raised follow correct management processes and that team members are kept up to date with all service improvements on a continual basis

EDUCATION AND EXPERIENCE

• Demonstrated ability to invest in others and in continual improvement.

• Experience in a similar role.

• Experience of managing a 24/7 operation.

• ITIL qualifications are desirable.





• Experience of working with a UK and international client base.

• Excellent verbal and written communication skills.

• Knowledge across Microsoft technologies, VMware/Omnissa Horizon/VDI, cloud platforms (Azure, AWS, M365), and backup/DR solutions.

KEY JOB ELEMENTS

• Ensure all SLAs, XLAs, and individual KPIs for the Service Desk team are met or exceeded.

• Set the example delivering outstanding technical support and customer experiences.

• Ensuring that the L2 service desk is adequately trained and resourced to cover operational responsibilities.

• Ensure customer communication from the L1 & L2 service desk is accurate, timely, and meets all internal standards.

• Ensure that all new customers are set up and onboarded effectively and collaborate with the PMO to define services as required.

• Support L2 engineers’ knowledge and development, helping them to grow into subject matter experts, and similarly help L1 engineers to grow

📌 Service Desk Manager (Bengaluru)
🏢 Creative ITC
📍 Bengaluru