Senior Service Desk Manager

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 STRUCTURE

The 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.

LOCATION

India, Kolkata or Coimbatore

KEY RESPONSIBILITIES

STRATEGIC 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

DATA DRIVEN SERVICE IMPROVEMENT

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.

AI & AUTOMATION INTEGRATION

QUALIFICATIONS AND SKILLS

About Company :

iMerit (https : / / imerit.net) 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.