IT Manager

Job Summary:

We are looking for an IT Manager which applies strong working knowledge of information systems, service desk operations, and people leadership to ensure high-quality IT support and business alignment. This manager-level, role is responsible for leading the India Service Desk team, maintaining excellent customer service, ensuring issues are resolved correctly the first time, and partnering with the business to identify and deliver effective technical solutions.

Job Description:

The IT Manager is responsible for the operational success of the India Service Desk team, which supports approximately 150 professionals in India and provides after-hours support for 1,500+ users in the United States.

The position is a working manager role, with approximately 50% of time spent on hands-on technical work (ticket resolution, escalations, root cause analysis) and 50% on people management and service operations (coaching, performance management, service quality, and business alignment).

A key focus of this role is ensuring a high level of customer service, fast and accurate issue resolution, and continuous improvement of the team’s skills and capabilities. Rather than directing daily tasks, the IT Manager is expected to grow the team’s technical and customer service skillsets, promote ownership, and help the team evolve as business needs change.

This position is on-site, in-office five days per week and is not eligible for remote work.

Educational Qualification:

Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent proven experience.

CompTIA A+, Microsoft MCP, or similar technical certifications preferred.

Experience:

• Overall 15+ years of experience which includes 5+ years in leading IT support or Service Desk teams within a corporate environment.
• Demonstrated experience balancing hands-on technical work with people management.
• Strong background in PC configuration, troubleshooting, and enterprise IT support.
• Proven ability to deliver high levels of customer service in a fast-paced support environment.
  
  
  

Requirements / Responsibilities:

• Lead and manage a team of Service Desk employees in India, providing coaching, mentoring, performance management, and ongoing professional development.
• Ensure the India Service Desk delivers a consistently high level of customer service, with emphasis on first‑time correct resolution and timely issue resolution.
• Act as a working manager, spending approximately 50% of time handling escalations and complex issues while supporting overall ticket flow as needed.
• Own service desk operations and outcomes, including service quality, responsiveness, and customer satisfaction, rather than day‑to‑day task assignment.
• Build strong partnerships with business stakeholders to understand their needs, anticipate issues, and identify technology solutions that enable effective business execution.
• Translate business requirements into practical support processes, tools, or technical improvements in collaboration with other IT teams.
• Promote continuous improvement by developing team skills, encouraging problem‑solving, and evolving support practices as business needs change.
• Provide leadership during incidents or recurring issues by driving root cause analysis and coordinating corrective actions.
• Ensure appropriate documentation, knowledge sharing, and operational standards are maintained to support consistent service delivery.
• Maintain awareness of support technologies, service management trends, and business changes that may impact service desk operations.
  
  
  

Travel

• No regular travel is required.
• Rare travel may be requested on an exception basis.