Job Title

Role: Service Desk ManagerExperience: 2–5 YearsLocation: Noida – OnsiteRole OverviewWe are seeking a Service Desk Manager to oversee and support IT service desk operations, ensuring high-quality technical support and customer satisfaction. The role involves managing incidents, service requests, and ITSM processes in a fast-paced, enterprise environment.Key ResponsibilitiesProvide L1/L2 IT support for Windows, Mac OS, and enterprise applications.Manage incidents, service requests, and escalations using ITSM tools.Ensure adherence to ITIL processes (Incident, Request, Problem Management).Troubleshoot hardware, software, network, and access-related issues.Maintain accurate documentation, SOPs, and knowledge base articles.Coordinate with infrastructure, security, and application teams.Monitor SLAs, service performance, and customer satisfaction metrics.Support users in a shift-based / 24x7 support environment.Drive continuous improvement in service desk operations.Must-Have Skills2–5 years of experience in IT Service Desk / Technical Support roles.Strong knowledge of Windows & Mac OS.Basic networking knowledge (DNS, VPN, LAN/WAN).Hands-on experience with ITSM tools:ServiceNowJira Service ManagementRemedyGood troubleshooting and analytical skills.Excellent verbal and written communication skills.Good-to-Have SkillsExperience in FinTech / BFSI / regulated environments.Exposure to AWS / Azure / GCP.Knowledge of Active Directory, VPNs, Access Management.ITIL Foundation certification.Key AttributesCustomer-first, service-oriented mindset.Ability to work under pressure and manage multiple issues.Strong documentation and attention to detail.Comfortable working in shifts, including 24x7 environments.