IT Service Desk Manager A US-headquartered product company scaling its India hub, professionalising a service desk that has so far run informally

Location: Remote (India)

The company has partnered with Flexiple to hire a Service Desk Manager who can bring structure — ticketing, SLAs, escalation paths — to a support function that has outgrown ad hoc fixes. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

As IT Service Desk Manager, you will formalise how the hub handles IT issues, from intake to resolution, while keeping the team's response times fast.

Service Desk Operations

Run day-to-day service desk operations across ticket queues, chat, and phone channels

Own SLA performance — first-response time, resolution time, and reopen rate

Hire, coach, and schedule a team of service desk analysts across shifts





Report service desk metrics to IT leadership and flag capacity risks early

5 to 9 years in IT support or service desk roles, including 2+ years managing a team

- Working knowledge of ITSM ticketing tools and SLA-driven support models
- Comfortable coaching analysts on both technical fixes and customer-facing tone
- Transparent written and spoken English and a reliable remote-work setup

ITIL Foundation certification

Experience running a multi-shift or follow-the-sun support model

Remote-friendly, pan-India hiring with long-term placement

HR Screening → Assignment → Technical Round → Manager Round → Culture Fit

One application here is considered for this opening and the support leads the hub hires as it grows.

📌 IT Service Desk Manager/IT Support Manager (India)
🏢 Flexiple
📍 India