Job Title: Service Desk Manager

Location: Mohali, Punjab
Work Mode: Work from Office
Experience: 7–12 Years
Leadership Experience: 2–3+ Years

Job Summary

We are looking for an experienced service desk manager to lead IT support operations, manage service desk teams, and ensure efficient resolution of technical issues. The ideal candidate should have strong troubleshooting skills, experience in IT service management, and the ability to maintain service-level agreements (SLAs).

Key Responsibilities

- Manage daily service desk operations and ensure timely resolution of IT incidents and service requests.
- Lead, mentor, and support the IT service desk team.
- Monitor SLAs, MTTR, ticket backlog, escalations, and team performance.
- Manage incident, problem, and escalation processes in line with ITIL best practices.
- Oversee troubleshooting related to Windows, Microsoft 365, Active Directory, and networking.
- Use Jira / Jira Service Management for ticket tracking and service management.
- Coordinate with internal teams and stakeholders to resolve technical issues.
- Maintain service desk documentation, reports, and process improvements.




- Support network troubleshooting involving TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, VPN, and VLAN.
- Manage or troubleshoot Ubiquiti / UniFi networking environments.

Required Skills and Qualifications

- 7–12 years of experience in IT support, service desk, or IT service management.
- At least 2–3 years of team leadership or people management experience.
- Hands-on experience with Jira / Jira Service Management.
- Valuable understanding of ITIL, incident management, and problem management.
- Knowledge of Windows, Microsoft 365, and Active Directory.
- Strong networking fundamentals, including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, VPN, and VLAN.
- Experience with Ubiquiti / UniFi networking is preferred.
- Strong communication, troubleshooting, leadership, and stakeholder management skills.

Work Location

Mohali, Punjab – Work from Office

How to Apply

Interested candidates can apply with their updated resume.

Pay: ₹70,000.00 - ₹100,000.00 per month

Work Location: In person

📌 Service Desk Manager (Sahibzada Ajit Singh Nagar)
🏢 Rk Code Wave It Solutions
📍 Sahibzada Ajit Singh Nagar