Job Title

The Service Desk Manager ensures the seamless delivery of technical support to iMerit staff as well as clients directly using iMerit’s technology platforms by managing a distributed support team, optimizing help desk processes, integrating automation and AI into support workfl ows and using data analytics to continuously improve service desk performance, user experience and operational efficiency.REPORTING STRUCTUREThe Service Desk Manager reports to the Director of Global Support Services responsible for operations and maintenance of iMerit’s IT global infrastructure used to run iMerit’s business and provide clients with the data annotation and model tuning services they require for their AI systems.LOCATIONIndia, Kolkata or CoimbatoreKEY RESPONSIBILITIESSTRATEGIC LEADERSHIP● Define and implement the global support strategy aligned with organizational goals.● Collaborate with global IT, business leaders, and vendors to align support capabilities with business needs.● Develop a standardized global service delivery model with consistent processes and SLAs.● Maintain a catalog of service desk offerings and expand it to address evolving business needs.● Oversee the implementation of new tools, integrations, and service enhancements.● Establish long-term plans for scaling support operations as the business grows and evolves.GLOBAL HELP DESK OPERATIONS● Lead and mentor a geographically dispersed team of service desk analysts and cross-functional support specialists.● Implement ITIL-based best practices for incident, request, problem, and change management.● Ensure 24/7/365 support coverage across all global regions.● Oversee hiring, training, performance evaluation, and development of a Level 1 service desk team.● Engage cross-functional support specialists to provide Level 2 and 3 services.● Facilitate the communication required between service desk analysts, support specialists and end users to ensure smooth incident resolution.● Serve as the escalation point for major incidents and VIP user support.● Establish SLAs and ensure adherence through proactive monitoring and escalation management.● Ensure end-user feedback is collected and used to improve service quality.● Ensure compliance with data security, privacy, and regional regulations in support operations.● Collaborate with IT Security and Compliance teams and provide the support required to acquire security credentials and certifications such as ISO 27001, SOC 2, TISAX, HIPAA, and GDPR.DATA DRIVEN SERVICE IMPROVEMENT● Foster a culture of continuous improvement.● Leverage data analytics to monitor and enhance service desk performance, including:o Real-time tracking of ticket volumes, resolution times, and backlog trends.o Root cause analysis of recurring annotation platform issues.o Identification of bottlenecks and inefficiencies through data insights.● Develop predictive analytics models to forecast support demand based on annotation workloads, platform usage patterns, and client SLAs.● Implement dashboards and reporting systems providing visibility into KPIs (e.g., MTTR, CSAT, FCR).● Use analytics to support resource planning, training focus areas, and proactive support interventions.AI & AUTOMATION INTEGRATION● Implement AI-powered solutions (chatbots, smart ticket routing, auto-classification) to enhance first-contact resolution and reduce manual workload.● Utilize insights to target, automate and improve service desk support processes.● Drive automation of repetitive support tasks while maintaining high-touch customer interactions for complex cases.● Measure the impact of AI interventions on support metrics and continuously refi ne AI-driven workflows.QUALIFICATIONS AND SKILLS● Bachelor’s degree in information technology, computer science, or a related field. Master’s preferred.● ITIL Foundation or higher-level certification● 8–10+ years in IT support or service desk environments.● 3–5+ years managing global service desk operations.● Proven ability to manage global, distributed support teams and vendor relationships.● Expertise in ITSM frameworks and ticketing systems● Expertise in ITIL frameworks and service management best practices.● Experience remote support technologies.● Experience in the use of data analytics in service desk cost and performance optimization● Ability to integrate automation and AI tools into support processes.● Excellent leadership, communication, customer service, and stakeholder management skills.About Company: iMerit (delivers data annotation, classification and content moderation outcomes that power AI, Machine Learning and data operation strategies of some of the leading AI organizations in the world. Our work encompasses a client’s journey from exploratory R&D to proof of concept to mission-critical, production-ready solutions. We leverage advanced tools, machine learning algorithms and workflow best practices to enrich, annotate and label large volumes of unstructured data and unlock hidden value. In our human powered computing model, technology solves for throughput, while our managed workforce teams (across delivery centers in India, Bhutan and the US) solve for accuracy through their deep expertise in Computer Vision, Natural Language Processing and Content Services, and across verticals such as Autonomous Vehicles, Medical AI, Finance, Geospatial technologies and many more. iMerit also creates inclusive and diverse employment in the digital IT sector - around 80% of our workforce are sourced from various impact communities and >50% are women.