Service Desk Manager

Overview

Lead India CX team, oversee ServiceNow, Moveworks, Nexthink automation and service desk operations.

Key Responsibilities

• nexthink
• servicenow
• moveworks
• automation
• team leadership
• sla monitoring

Tasks

-Provide regular project updates, track progress, and manage risks. -Lead Nexthink digital employee experience initiatives by building actionable insights and driving scripting enhancements. -Lead, mentor, and grow the team by fostering a culture of collaboration, innovation, and continuous learning. -Promote best practices in platform development, ITSM processes, and automation frameworks. -Identify opportunities to improve incident, request, and problem management processes. -Ensure all solutions follow best practices for scalability, security, and maintainability. -Collaborate with global teams to align service delivery with ITSM and ITIL best practices. -Support and enable the Moveworks AI-driven support platform to ensure effective response automation and continuous improvement. -Manage Service Desk operations to ensure timely and high-quality resolution of end-user issues. -Oversee the development and enhancement of ServiceNow scripts, workflows, and integrations in alignment with U.S. CX platform governance. -Support global IT service delivery goals and ensure alignment with CX strategies. -Oversee workload distribution, career development, and performance management. -Manage the India-based CX team’s day-to-day operations, including developers, solution specialists, and service desk team. -Identify and implement process improvements to increase efficiency, reliability, and end-user satisfaction. -Drive automation-first solutions across ServiceNow, Moveworks, and Nexthink to reduce manual tasks, proactively resolve issues, and deliver seamless employee experiences. -Encourage experimentation with new features and emerging technologies. -Act as the primary liaison between India-based teams and U.S. CX leadership. -Monitor performance against defined SLAs and KPIs to ensure operational excellence.

Requirements

• servicenow
• itil
• automation
• leadership
• bachelor's
• 10+ years

What You Bring

-Strong leadership skills to foster collaboration, innovation, and professional growth within the team. -Excellent communication and interpersonal skills to effectively engage with U.S.-based leadership and global stakeholders. -Strong technical expertise in ServiceNow development and administration, with exposure to Moveworks and Nexthink. -Demonstrated ability to manage both platform enablement and service delivery functions effectively. -Experience with ITSM, ITIL processes, scripting, integrations, automation frameworks, and end-user support operations. -Bachelor’s degree in Information Technology, Computer Science, or a related field. -Proven experience leading teams in a global matrix environment. -At least 10 years of experience in IT, with 5 years managing ServiceNow, automation platforms, and IT Service Desk operations.

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About Burns & Mcdonnell India

-Founded with a vision to tackle complex engineering challenges, the company is a key player in providing full-service engineering, architecture, and construction solutions. -Recognized across various industries for its expertise in infrastructure, energy, and industrial projects. -Involved in high-impact, high-visibility projects, from designing intricate power plants to constructing large-scale transportation networks. -Significantly contributes to renewable energy sectors, driving both wind and solar energy projects. -Excels at bringing innovative, sustainable designs to life, often serving as the main contractor for projects of national significance. -Operates across critical industries like utilities, energy, and government sectors, showcasing versatility and expertise in handling large-scale, complex undertakings. -Continues to shape the future of engineering in India and beyond through creativity, technical expertise, and industry needs understanding.

Sector Specialisms