No longer accepting applications
Service Desk Operations Director
Cactus CommunicationsRepublic Of India, IN2 days ago
Job descriptionOversee day-to-day operations of the IT Service Desk, including ticket assignment, resolution tracking, and escalation management to maintain operational efficiency. Conduct daily ticket analysis and review by tracking, analyzing, and reporting ticket volumes, resolution trends, SLA adherence, and root causes; Lead and manage a team of support engineers to ensure service requests and incidents are efficiently addressed within established SLAs. Maintain comprehensive service logs, accurately updating the ticketing system and escalation matrix in real-time. Demonstrate hands-on expertise with MDM platforms (WorkspaceOne, Microsoft Intune), performing L2 / L3 support for device enrollment, policy deployment, compliance configuration, security enforcement, and troubleshooting complex device or application issues. Utilize a variety of tools including service desk software, remote support solutions, asset management platforms, end-user support applications, and reporting systems to coordinate essential support activities. Drive the creation, maintenance, and periodic update of SOPs and knowledge materials to meet quality standards and operational excellence. Lead and manage all training initiatives for the team, including onboarding, targeted floor training, and refresher programs, ensuring consistent technical growth. Prepare and deliver detailed MIS reports / presentations highlighting service desk performance metrics and training impact for management review. Mentor, coach, and guide a team of trainers to uphold high training standards, consistency, and efficacy across functions. Manage internal training projects and coordinate ad-hoc learning sessions to address urgent knowledge gaps and ongoing requirements. Graduates from any field are welcome to apply. Preference would be given to graduates with BCA, B.Tech / B.E. in Computers. Minimum 6 years’ relevant experience, with at least 3 years in service desk management, including extensive exposure to ticketing tools, engineer supervision, MIS reporting, and escalation procedures. Proven experience in team management, with track record of ticket analysis, SLA reporting, trend identification, and continuous service improvement. Advanced hands-on knowledge of MDM platforms (WorkspaceOne, Microsoft Intune) for L2 / L3 activities, covering device configuration, compliance, troubleshooting, and security operations. Experience managing large-scale service desk ramp-ups across different geographic regions, displaying adaptability and coordination. Familiarity with ITIL framework; Exceptional written and verbal communication, robust technical acumen, and strong time management and multitasking capabilities. Self-motivated approach with ability to handle multiple concurrent tasks and deliver results independently. Solid understanding of training methodologies and global benchmarks for assessing training effectiveness and impact. Excellent interpersonal skills, strong problem-solving orientation, and proven people management abilities across diverse teams.
Overview
- CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may choose to work from home in Mumbai;
however, you will be required to travel to our Andheri East office at least 3 to 4 times a week for business requirements, meetings, or company / team events, or on short notice as needed.
We are looking for an IT Service Desk Manager to lead and manage our team of IT Service Desk professionals, ensuring prompt and effective resolution of technical issues, and delivering exceptional customer service to internal and external stakeholders.
Responsibilities
implement insights to enhance service quality and responsiveness.
Qualifications And Prerequisites
certification or formaltraining is a plus for process maturity and compliance.
Application Process
For this role, you will have two technical rounds followed by the HR round with the HR Business Partner.
Create a job alert for this search
Service Desk • Republic Of India, IN
Related jobs
)
Job Summary : - The Director of the Global Fusion Center will lead a centralized, global support function accountable for enterprise service performa...Show moreLast updated: 30+ days ago
- Promoted
Director Operations - AI-Powered Global Tech Startup
SkillsCapitalNagpur, IN We are a high-growth startup revolutionizing how companies access top-tier tech talent.Our proprietary AI / ML / NLP-powered Talent Cloud and Blockchain-based vetting engine enable global clients to hi...Show moreLast updated: 11 days ago
- Promoted
Senior Service Delivery Manager
ApexonNagpur, IN Apexon is a digital-first technology services firm specializing in accelerating business transformation and delivering human-centric digital experiences.
We have been meeting customers wherever they...Show moreLast updated: 1 day ago
- Promoted
IT Service Management
ISG (Information Services Group)Nagpur, IN Wanted : dynamic and creative individuals ready to connect with a like-minded team.You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effect...Show moreLast updated: 8 days ago
- Promoted
Cybersecurity Director
Vriba SolutionsNagpur, IN The Cybersecurity Director is responsible for the strategic vision and scaling of the cybersecurity practice to serve external clients.
This leader will ensure robust security governance, risk manag...Show moreLast updated: 2 days ago
- Promoted
- New!
ITSM Freshservice
Zensar Technologiesnagpur, maharashtra, in Freshservice Platform Ownership.Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.
Implement automation workflows, SLAs, and int...Show moreLast updated: less than 1 hour ago
- Promoted
- New!
SEO Operations Specialist
EmeritusNagpur, IN Emeritus partners with top global universities (MIT, Wharton, Harvard, and others) to deliver professional education that transforms careers.
Our content ecosystem—spanning thousands of pages, progr...Show moreLast updated: 14 hours ago
- Promoted
Director Operations - Ai-Powered Global Tech Startup
SkillsCapitalRepublic Of India, IN We are a high-growth startup revolutionizing how companies access top-tier tech talent.Our proprietary AI / ML / NLP-powered Talent Cloud and Blockchain-based vetting engine enable global clients to hi...Show moreLast updated: 10 days ago
- Promoted
Revenue Operations Manager
XshoreNagpur, IN We are seeking a data-driven and process-oriented.Revenue Operations Manager (RevOps Manager).CRM and email automation initiatives at Xshore.
This role is at the heart of our go-to-market operations...Show moreLast updated: 12 days ago
- Promoted
- New!
Marketing Operations Manager
BybitNagpur, IN Established in March 2018, Bybit is one of the fastest growing cryptocurrency derivatives exchanges, with more than 70 million registered users.
We offer a professional platform where crypto traders...Show moreLast updated: 14 hours ago
- Promoted
Senior Operations Specialist (Home Services)
InstaServiceNagpur, IN Job Title : Senior Operations Specialist.InstaService is a fast-growing on-demand home services platform, offering professional.
California, Texas, Florida, and 23 other states.We are on a mission to...Show moreLast updated: 30+ days ago
- Promoted
Operations / Compliance
Right Returns Financial PlanningNagpur, IN The role involves working in execution, reporting and compliance area.It would involve successfully supporting team members as well as clients on the same page on the purpose and process of executi...Show moreLast updated: 1 day ago
- Promoted
Operations Lead
Flock AINagpur, IN Flock is building the future of 1 : 1 personalized commerce.We're a venture-backed AI-powered visual commerce partner built specifically for the retail industry.
Our platform creates lifelike AI-gener...Show moreLast updated: 8 days ago
- Promoted
Senior Service Delivery Manager
3i Infotech Ltd.Chennai, Republic Of India, IN A Service Delivery Manager for Infrastructure is responsible for ensuring the efficient, reliable, and secure operation of an organization's core IT infrastructure and services.The role combines st...Show moreLast updated: 2 days ago
- Promoted
SAP Application Services Delivery Manager
LTIMindtreeNagpur, IN SAP Application Services Delivery Manager.SAP with at least 5 years in AMS leadership roles.The SAP Application Services Manager will lead the end-to-end delivery and operations of SAP Application ...Show moreLast updated: 1 day ago
- Promoted
- New!
Enterprise Account Manager - Teleservices domain
Quess Global Recruitment ServicesNagpur, IN Major Account Manager – Enterprise Sales.Client offers subscription services entailing a gamut of products like Domain registration and hosting solutions.
The incumbent will be responsible for gener...Show moreLast updated: 14 hours ago
- Promoted
Service Delivery Manager (SOC Service)
3ColumnsNagpur, IN Columns is a specialist cybersecurity firm delivering a wide range of services from Security Assurance, Security Governance, Professional services and Managed Services.
Solutions include Managed Sec...Show moreLast updated: 30+ days ago
- Promoted
Associate Manager - Service Delivery
AVASO Technology SolutionsNagpur, IN AVASO Technology Solutions is currently seeking a.Associate Manager - Service Delivery.IT Services to big national as well as international clients across multiple industries.We are an IT solution ...Show moreLast updated: 30+ days ago
- Promoted
Duck Creek Technologies - Director - Global Fusion Center Remote
Duck Creek Technologies India LLPRemote, IndiaRemote