Service Desk Manager

Location: Mohali, Punjab

Work Mode: Work from Office

Experience: 7–12 Years

Job Type: Full-time

Working Days: 5 Days a Week

Job Summary

We are looking for an experienced Service Desk Manager to lead IT Service Desk operations and ensure timely, efficient, and customer-focused resolution of IT incidents and service requests.

The ideal candidate will have robust experience in IT support management, Jira Service Management, SLA monitoring, network troubleshooting, team leadership, and ITIL-based processes. Experience with Ubiquiti/UniFi networking equipment is highly preferred.

Key Responsibilities

- Manage daily IT Service Desk operations and ensure timely resolution of incidents and service requests.
- Lead, mentor, and monitor the performance of IT Support and Service Desk engineers.
- Manage tickets through Jira or Jira Service Management, including categorization, prioritization, assignment, escalation, and closure.
- Monitor SLAs, response times, resolution times, ticket backlog, and ticket ageing.
- Handle escalated L1/L2 technical issues and guide the support team in troubleshooting.
- Troubleshoot network issues involving LAN/WAN, Wi-Fi, switches, routers, firewalls, VPN, DNS, and DHCP.
- Manage and support network infrastructure, including Ubiquiti UniFi access points, switches, and gateways.
- Monitor network and system availability and coordinate with internal teams and external vendors.
- Develop and maintain SOPs, escalation matrices, troubleshooting guides, and IT documentation.
- Analyse recurring incidents and conduct root cause analysis to reduce repeat issues.
- Prepare reports on ticket volumes, SLA compliance, resolution times, backlog, and team productivity.
- Coordinate with IT, infrastructure, development, and business teams to resolve technical issues.
- Oversee IT asset records, user access, and support documentation.
- Drive continuous improvement in Service Desk processes and user experience.




- Ensure compliance with IT security policies and established support procedures.

Required Skills and Qualifications
- 7–12 years of relevant experience in IT Service Desk or IT Support, including 2–3 years in a team-lead or managerial role.
- Hands-on experience with Jira or Jira Service Management.
- Strong understanding of ticket management, incident management, service requests, and SLA monitoring.
- Knowledge of Windows operating systems, Microsoft 365, Active Directory, and hardware/software troubleshooting.
- Strong networking fundamentals, including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, VPN, and VLANs.
- Experience with network troubleshooting and escalation management.
- Ability to analyse technical issues, prioritize incidents, and manage multiple escalations.
- Strong communication, team leadership, and stakeholder-management skills.
- Experience preparing operational reports and monitoring team performance.

Preferred Qualifications
- Hands-on experience with Ubiquiti/UniFi networking equipment and infrastructure.
- Knowledge of ITIL practices and IT service management processes.
- Experience with network monitoring tools, IT asset management, and vendor coordination.
- Relevant ITIL certification or other IT service management certification.

Key Performance Indicators (KPIs) Performance will be assessed using relevant service delivery metrics, including:
- SLA compliance
- First response time
- Mean time to resolution (MTTR)
- Ticket backlog and ageing
- First contact resolution
- Customer and user satisfaction
- Reduction in recurring incidents
- Team productivity and performance

Education A bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred.

How to Apply

Interested candidates can apply through Indeed with an updated resume highlighting their IT Service Desk management experience, Jira expertise, networking skills, and team leadership experience.

Pay: ₹700,000.00 - ₹900,000.00 per year

Work Location: In person

📌 IT Service Desk Manager (Sahibzada Ajit Singh Nagar)
🏢 Cuilsoft
📍 Sahibzada Ajit Singh Nagar