Senior Manager, Service Desk

Role Overview

• Provide day-to-day management and on-site leadership for India-based Service Desk employees
• Conduct daily check-ins with US-based managers to receive priorities, understand workload requirements, and provide status updates
• Monitor and oversee Tier 1 security operations, including review of security event triage, alert response times, and adherence to incident response playbooks
• Actively participate in ticket resolution to maintain technical proficiency and lead by example
• Troubleshoot and resolve issues related to device hardware, software applications, network connectivity, and user access
• Handle overflow work during peak periods and critical issues that require immediate attention
• Create and maintain knowledge base articles, process documentation, and troubleshooting guides
• Serve as a technical resource and mentor for team members on complex technical issues
• Perform desktop administration tasks including software deployments, system configurations, and user provisioning
• Lead New Employee Onboarding Sessions
• Support IT hardware lifecycle management activities including imaging, deployment, troubleshooting, recovery and replacement
• Monitor individual and team performance to ensure work is getting done according to expectations and timelines
• Provide coaching, mentoring, performance feedback, and career development support for India-based employees
• Serve as the primary on-site escalation point during local business hours
• Ensure India-based team members have clear direction and understand priorities from US-based counterparts
• Remove blockers and provide resources needed for the team to be successful
• Track and communicate progress, challenges, and capacity constraints to US managers and Director
• Monitor team adherence to SLAs, quality standards, and service desk metrics
• Identify opportunities for process improvements and efficiency gains

Requirements

• 5+ years of experience providing support to users in a Service Desk and Security Operations environment
• 2+ years of experience managing or leading technical support teams
• Strong hands-on familiarity with IT systems, SaaS/cloud applications, networks, data security systems, telephony, meeting technologies, computing, and security fundamentals (Firewalls, EDR, and Incident Response)
• Ability to troubleshoot complex technical issues independently and guide team members through resolution
• Experience with Service Desk ticketing systems, remote support tools, and reporting tools
• Knowledge of ITIL or other IT Service Management frameworks
• Excellent verbal and written communication skills in English
• Demonstrated ability to influence team members and manage execution across matrixed organizations
• Self-motivated with excellent follow-through and ability to balance hands-on work with management responsibilities
• Flexibility to accommodate daily check-ins and coordination meetings across time zones
• Comfortable operating in a role where US managers are accountable for outcomes while you ensure work gets done.

Tech Stack

• Cloud
• Firewalls
• ITSM

Benefits

• Equal Opportunity Employer
• Commit to fostering an inclusive environment