ITSM MANAGERRole Overview :IT Helpdesk Team Manager to lead day-to-day helpdesk delivery supporting Unifi's digital workplace. The role will oversee a 24x7 L1 service desk, coordinate with L2/L3 resolver teams, and ensure responsive support across phone, email and the ServiceNow portal. The manager will drive first-contact resolution, customer satisfaction and service-level performance, ensuring the helpdesk retains Total Case Ownership through user updates, resolver follow-ups and closure.Key Responsibilities :Service delivery and operational ownership :- Manage the support lifecycle from user authentication and ticket logging through triage, troubleshooting, escalation and confirmed closure.- Ensure accurate ticket classification and prioritization based on business impact, urgency and applicable service levels.- Maintain clear ownership of escalated cases, coordinating with L2/L3 teams while keeping users informed through resolution.- Oversee support for password resets, access issues, MFA and standard service requests, using approved procedures and knowledge articles.Team leadership and workforce management :- Plan staffing, shift allocation and coverage around demand patterns, peak workloads and leave requirements to sustain 24x7 operations.- Maintain effective shift handovers, healthy ticket queues and business continuity readiness.- Develop team capability through coaching, SME support, structured knowledge transfer and a master-trainer approach.Performance and stakeholder management :- Monitor service dashboards, ticket ageing and SLA risks, taking corrective action when performance falls below agreed standards.- Lead performance discussions with service stakeholders, highlighting trends, operational dependencies and improvement actions.- Coordinate required ServiceNow assignment-group access, reporting access and timely engagement from resolver teams.Knowledge, transition and continuous improvement :- Maintain SOPs, FAQs and knowledge articles,



using ticket analysis and recurring issue themes to improve resolution quality and reduce repeat demand.- Support transition readiness through knowledge capture, SME engagement, UAT, pilot execution and controlled parallel operations.- Partner with technology teams to assess improvements in IVR routing, password and MFA self-service, and future multilingual support.Experience And Qualifications :- 6+ years of relevant IT support/service desk experience, aligned with the presentation's illustrative manager profile, including demonstrated team leadership.- Bachelor's degree in IT, Computer Science or a related discipline, or equivalent practical experience.- Proven experience managing shift-based IT helpdesk operations and coordinating technical escalations.- Hands-on familiarity with ServiceNow or a comparable ITSM platform, including queue management and performance reporting.- Working knowledge of incident management, service request fulfilment, access support, MFA and end-user troubleshooting.- Solid people management, stakeholder communication and analytical problem-solving skills.- Ability to translate service data into staffing decisions, coaching priorities and measurable improvements.Preferred :- ITIL Foundation certification.- Experience with service transitions, knowledge management and business continuity planning.- Exposure to cloud telephony, IVR and support automation.Qualifications :- 6+ years of relevant IT support/service desk experience, aligned with the presentation's illustrative manager profile, including demonstrated team leadership.- Bachelor's degree in IT, Computer Science or a related discipline, or equivalent practical experience.Must have skills :- ITIL.- Workforce and shift planning.- IT service management.- ServiceNow and reporting.- Technical support knowledge.- SLA and performance management.- Customer and stakeholder communication.- Knowledge management and continuous improvement.Good to have skills :- Transition and operational readiness. (ref:hirist.tech)

📌 ITSM Manager (Gurugram)
🏢 Outscale Partners India
📍 Gurugram