Job Role:

We are looking for an experienced Service Desk Manager to lead our IT Service Desk function and ensure efficient, timely, and customer-focused resolution of IT incidents and service requests. The ideal candidate should have strong experience in IT Service Desk operations, Jira-based ticket management, networking, troubleshooting, team management, and ITIL-based processes. Hands-on exposure to Ubiquiti networking equipment and infrastructure will be highly preferred.

Job details

- Role: IT Service Desk Manager
- Job Type: Full-Time | Work from Office
- Location: Sec-67 Mohali
- Experience: 7–12 years of relevant IT Service Desk / IT Support experience, including at least 2–3 years in a team-lead or managerial capacity.
- CTC: ₹60,000- ₹70,000 per month

Key Responsibilities

- Manage day-to-day operations of the IT Service Desk and ensure timely resolution of incidents and service requests.
- Lead, mentor, and monitor the performance of Service Desk / IT Support engineers.
- Manage and monitor tickets through Jira Service Management / Jira, ensuring proper categorization, prioritization, assignment, escalation, and closure.
- Define and monitor SLA, response time, resolution time, backlog, and ticket ageing.
- Handle escalated L1/L2 technical issues and provide guidance to the Service Desk team.
- Troubleshoot and manage issues related to LAN/WAN, Wi-Fi, switches, routers, firewalls, VPN, DNS, DHCP, and connectivity.
- Manage and support Ubiquiti networking equipment, including UniFi access points, switches, gateways, and related network infrastructure.




- Monitor network and system availability and coordinate with relevant teams/vendors for infrastructure-related issues.
- Establish and maintain IT Service Desk processes, SOPs, escalation matrices, and troubleshooting documentation.
- Analyse recurring incidents and perform root cause analysis (RCA) to reduce repeat issues.
- Prepare and share regular Service Desk reports covering ticket volume, SLA performance, resolution time, backlog, and team productivity.
- Coordinate with internal IT, development, infrastructure, and business teams for issue resolution.
- Manage third-party IT vendors and service providers where required.
- Ensure proper asset, user-access, and IT documentation is maintained.
- Drive continuous improvement of Service Desk processes, tools, and user experience.
- Ensure adherence to IT security policies and standard IT support procedures.

Technical Skills

- Strong experience in IT Service Desk / IT Support management.
- Hands-on experience with Jira / Jira Service Management.
- Strong understanding of ticket lifecycle and SLA management.
- Good knowledge of Windows, Microsoft 365, Active Directory, hardware and software troubleshooting.
- Strong networking fundamentals: TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, VPN, VLANs.
- Experience managing and troubleshooting Ubiquiti / UniFi network infrastructure.




- Experience with incident, problem, and service request management.
- Strong troubleshooting and escalation-management skills.

Education

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field preferred.

Leadership & Management Skills

- Team leadership and performance management.
- Strong communication and stakeholder-management skills.
- Ability to prioritize incidents based on business impact and urgency.
- Strong analytical and problem-solving abilities.
- Ability to work under pressure and manage multiple escalations.
- Process-oriented approach with a focus on SLA compliance and continuous improvement.

Key Performance Indicators

- SLA compliance
- First Response Time
- Mean Time to Resolution (MTTR)
- Ticket backlog and ageing
- First Contact Resolution
- Customer/user satisfaction
- Recurring incident reduction
- Team productivity and performance

Apply Now

- Job Application Form: https://tr.ee/d5y70Z
- WhatsApp: +91-(phone hidden)
- Call: +91-(phone hidden)
- Portfolio: https://linktr.ee/hireuglobal

Warm Regards, Hire U Global Staffing Team

Contact: +91-(phone hidden)

Pay: ₹60,000.00 - ₹70,000.00 per month

Benefits

- Commuter assistance
- Versatile schedule
- Health insurance
- Leave encashment
- Provident Fund

Application Question(s):
- Do you have 8–10 years of relevant experience as IT Service Desk Manager with 2–3 years of team handling as a Manager?

Education:
- Bachelor's (Required)

Location:
- Mohali, Punjab (Required)

Work Location: In person

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