Smarsh - IT Service Desk Manager - ITIL / ITSM
SmarshBangalore18 hours ago
Job descriptionManage the day-to-day operations of the IT Service Desk, ensuring prompt resolution of issues. Monitor service levels and KPIs such as First Contact Resolution (FCR), SLA compliance, and ticket backlog. Ensure consistent incident, request, and problem management workflows using ITSM tools (e. Identify trends in service requests to proactively improve services and reduce incident volumes. Develop and implement service improvement plans and automation strategies. Maintain knowledge base and self-service tools to empower end users. Act as a point of escalation for complex or high-impact issues. Collaborate with other IT departments (infrastructure, applications, cybersecurity) to resolve systemic issues. Communicate support trends, incidents, and performance metrics to senior management. Ensure adherence to internal policies and external compliance requirements (e. Maintain accurate records of incidents and resolutions for auditing and reporting purposes. Leadership and team development. Excellent customer service and communication skills. Analytical thinking and problem solving skills. Process orientation and attention to detail. Change management and organizational awareness. Bachelors degree preferred. 5+ years experience in IT Support, with at least 2 years in a supervisory or managerial role. Proven experience with macOS, jamf, Windows, Office 365 applications, MS Teams. Demonstrated excellent troubleshooting skills for hardware & software related issues. Strong knowledge of ITIL framework and service management best practices. Experience with ticketing and ITSM platforms (e.g, Jira, ServiceNow, Zendesk). Expert domain knowledge and technical skills. Ability to prepare & provide reports. Should be able to present papers to Senior management. Strong organizational skills. Superb verbal and written communication skills. Experience managing remote or hybrid teams. Proficient in handling multiple tasks. Quick to identify, understand and provide resolution to issues.
Essential Functions :
Team Leadership & Management :
- Supervise and mentor Service Desk staff, including analysts and technicians.
- Oversee staffing, scheduling, and training to ensure proper coverage and skill development.
- Conduct regular performance reviews and set development goals for team members.
Service Desk Operations :
Continuous Improvement & Strategy :
Stakeholder Engagement :
Compliance & Documentation :
Supervisory Responsibility :
Education and Expereince :
(ref : hirist.tech)
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Service Desk Manager • Bangalore
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