Operations Manager - Service Desk

Key Responsibilities

- Own and manage end-to-end Service Desk operations.
- Ensure compliance with SLAs, KPIs, SOPs, and contractual commitments.
- Govern IT Service Management (ITSM) processes aligned with ITIL best practices.
- Oversee incident and service request lifecycle management.
- Conduct ticket reviews, quality audits, and operational assessments.
- Identify process gaps and drive continuous service improvements.
- Manage operational risks, recurring issues, and escalations proactively.
- Coordinate with L2/L3, Infrastructure, Application, and Engineering teams for issue resolution.
- Monitor and drive daily SLA adherence and operational KPIs.
- Develop and present weekly, monthly, quarterly, and annual performance reports.
- Act as the primary contact for client stakeholders and manage escalations.
- Drive automation, self-service, knowledge management, and reporting enhancements.
- Lead, coach, mentor, and develop Service Desk teams.
- Manage staffing, shift coverage, and workload distribution.




- Design and maintain ServiceNow dashboards and operational reporting.

Required Qualifications

- Bachelor degree in IT, Computer Science, Engineering, or related field.
- Preferred: B.Tech, B.E., M.Tech, MCA, or BCA.
- 8+ years of overall IT experience.
- 4-5+ years of Service Desk / IT Support leadership experience.
- Strong expertise in Service Desk Operations, Incident Management, SLA Governance, and Customer Support.
- Robust understanding of ITIL / ITSM practices; ITIL certification preferred.
- Proven experience managing operational KPIs, governance, and service improvement initiatives.
- Excellent analytical, problem-solving, communication, and stakeholder management skills.
- Ability to lead teams in dynamic, multicultural environments.
- Strong ownership mindset with the ability to drive issues to closure.
- Ability to balance strategic thinking with operational execution.

📌 Operations Manager Service Desk (Gurugram)
🏢 WNS Holdings
📍 Gurugram