We’re looking for a Senior Manager - IT to join Procore’s Product & Technology Team. Procore software solutions aim to improve the lives of everyone in construction, and the people within Product & Technology are the driving force behind our cutting-edge, top-rated global platform. We’re a customer-centric group that encompasses engineering, product, product design and data, security and business systems.

In this Senior Manager - IT role, you’ll partner with Business leaders, Security, Infrastructure, HR, and Finance teams to run seamless End User Operations.

This position reports to the Director - End User Services & ITSM and will be based in our Bangalore office . We’re looking for someone to join us immediately. Apply today to join our team of Groundbreakers.

What you’ll do:

Service Desk Management Operations:

• Own day-to-day operations of the IT Service Desk across L1/L2 support, including incident, request, and escalation management.
• Define, track, and meet SLAs/OLAs and KPIs (first-contact resolution, time to resolve, CSAT/employee experience, backlog health,



ticket deflection).
• Manage ITSM processes aligned to ITIL (incident, request, problem, knowledge) and run continuous service improvement.
• Oversee onboarding/offboarding support, endpoint support, access and identity requests, and executive/VIP support.
• Ensure appropriate coverage models (follow-the-sun, shift rosters, on-call) and business continuity for support operations.
• Drive automation across the ticket lifecycle: intelligent routing, auto-resolution, self-service, chatbots/virtual agents, and knowledge-driven deflection.

People Management:

• Lead, coach, and develop a team of managers, team leads, and analysts, including onshore/offshore and vendor-supported teams.
• Own hiring, performance management, career development, succession planning, and engagement.
• Build a culture of accountability, customer focus, and continuous learning. Manage workforce planning, capacity forecasting,

📌 Senior Manager (Bengaluru)
🏢 Procore Technologies
📍 Bengaluru