Service Desk Manager

Description

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

Requirements

• Demonstrated ability to manage both platform enablement and service delivery functions effectively.
• 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.
• Proven experience leading teams in a global matrix environment.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Strong technical expertise in ServiceNow development and administration, with exposure to Moveworks and Nexthink.
• Experience with ITSM, ITIL processes, scripting, integrations, automation frameworks, and end-user support operations.
• At least 10 years of experience in IT, with 5 years managing ServiceNow, automation platforms, and IT Service Desk operations.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance