JCompany Profile: Job Title: Service Desk Manager Position: Manager Consulting Delivery Experience: 11+ yrs Category: Infrastructure and Cloud Main location: Pune Position ID: J0926-0019 Employment Type: Contract to Hire Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience. Job Description: The Service Desk Manager is responsible for leading and managing the IT Service Desk function, ensuring the delivery of high quality technical support and customer service to internal and external stakeholders. This role oversees incident management, service request fulfillment, team performance, process improvements, SLA compliance, and operational excellence while driving continuous service improvement initiatives.

Key Responsibilities Service Desk Operations . Manage day to day Service Desk operations and ensure seamless delivery of IT support services. . Monitor and maintain service levels in accordance with agreed SLAs and KPIs. . Ensure timely resolution and escalation of incidents and service requests. . Drive adherence to ITIL based service management processes.

Team Leadership & Management . Lead, mentor, and develop Service Desk analysts and team leads. . Conduct performance reviews, coaching sessions, and career development planning. . Manage workforce planning, shift schedules, resource allocation, and capacity management. . Foster a customer centric culture focused on service excellence.

Incident & Problem Management . Oversee major incident management and coordinate resolution activities with technical teams. . Analyze incident trends and identify root causes to reduce recurring issues. . Ensure effective escalation management and stakeholder communication.

Service Improvement .



Drive continuous improvement initiatives to enhance service quality and customer satisfaction. . Identify automation opportunities to improve operational efficiency. . Review existing processes and implement best practices to increase service effectiveness.

Stakeholder Management . Act as the primary point of contact for business stakeholders and leadership teams. . Provide regular service performance reports and operational insights.

Reporting & Governance . Monitor key operational metrics including SLA compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), and Mean Time to Resolution (MTTR). . Prepare and present operational reviews and management reports. . Ensure compliance with organizational policies, audit requirements, and governance standards.

Required Skills & Qualifications Educational Qualifications . Bachelor's degree in information technology, Computer Science, Engineering, or a related field. . ITIL Foundation Certification (preferred). . ITIL Intermediate/Managing Professional certification is an added advantage.

Experience . 8 12+ years of experience in IT support/service management. . 3 5+ years of experience managing Service Desk teams. . Experience in managing global service desk operations and distributed teams. . Strong experience in incident, problem, and change management processes.

Technical Skills . Expertise in IT Service Management (ITSM) tools such as ServiceNow, Remedy, Jira Service Management, or BMC Helix. .



Knowledge of Windows, Linux, O365, Active Directory, Networking, and End User Computing environments. . Understanding of cloud technologies (Azure, AWS, Google Cloud) is preferred. . Experience with ITIL Service Management frameworks.

Soft Skills . Excellent leadership and people management skills. . Strong communication and stakeholder management abilities. . Analytical and problem solving mindset. . Ability to make decisions in a fast paced workplace. . Strong presentation and reporting skills.

Key Performance Indicators (KPIs) . SLA Compliance . First Call Resolution (FCR) . Mean Time to Resolution (MTTR) . Customer Satisfaction Score (CSAT) . Service Request Fulfillment Rate . Incident Backlog Reduction . Employee Engagement and Team Productivity

Preferred Competencies . ITIL Framework . Service Delivery Management . Incident and Problem Management . Vendor Management . Operational Excellence . Continuous Service Improvement (CSI) . Customer Experience Management . Risk and Compliance Awareness

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CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

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📌 Service Desk Manager (Maharashtra)
🏢 CGI
📍 Maharashtra