Role & responsibilities

- Create an integrated support model across application help desk, infrastructure help desk, EUC, workplace, cloud, and resolver teams, with clear ownership and effective escalation paths.
- Provide reliable, secure, and business-aligned services supporting insurance operations across policy, underwriting, broking, claims, reinsurance, actuarial, finance, and customer-service functions.
- Drive SLA and KPI performance, customer satisfaction, operational stability, regulatory and audit readiness, service improvement, automation, and user-experience outcomes.
- Act as the accountable operational interface for customers, internal leadership, delivery teams, vendors, and business stakeholders.

Service Management and Operations

- Strong ITIL knowledge and operational process discipline
- Major incident leadership, RCA, problem elimination and change governance
- Service transition, operational readiness and multi-vendor coordination
- SLA, KPI, OLA, risk, compliance and continual-improvement management Service Desk, EUC, DSS and WPS
- Application and infrastructure help desk leadership
- Endpoint, VDI, Microsoft 365, collaboration, mobility and workplace support
- Self-service, automation, virtual agent, AI assistance, knowledge management and shift-left
- User experience, FCR, MTTR, backlog and productivity improvement

Tools and Technology

- ITSM tools such as ServiceNow,



Jira, Zendesk, Remedy or Freshservice
- Monitoring and observability tools such as Datadog or comparable platforms
- Working knowledge of cloud, hybrid infrastructure, logs, integrations, interfaces and batch processes
- Solid reporting skills using dashboards, trends, metrics and executive presentations Leadership and Communication
- Excellent written, verbal, stakeholder and executive communication
- Customer relationship, expectation, escalation and conflict management
- Analytical problem-solving, decision-making and structured execution
- People leadership, coaching, workload planning and commercial awareness

Service Desk, EUC, DSS and WPS

- Application and infrastructure help desk leadership
- Endpoint, VDI, Microsoft 365, collaboration, mobility and workplace support
- Self-service, automation, virtual agent, AI assistance, knowledge management and shift-left
- User experience, FCR, MTTR, backlog and productivity improvement

Leadership and Communication

- Excellent written, verbal, stakeholder and executive communication
- Customer relationship, expectation, escalation and conflict management
- Analytical problem-solving, decision-making and structured execution
- People leadership, coaching, workload planning and commercial awareness

Preferred candidate profile

📌 Service Desk Manager (Noida)
🏢 XCEEDANCE
📍 Noida