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Urgent! It Service Desk Manager Job Opening In India, India – Now Hiring Hectae Analytics and Software Solutions
About the Role:
We’re seeking a skilled IT Service Desk Manager to lead Haass’s IT Service Desk
function.
This role will oversee IT Service Desk support quality, drive service excellence,
and support team performance across our Service Desk operations.
You’ll be responsible for
monitoring ticket quality, delivering actionable feedback, and partnering with leadership
across the business to improve support standards and customer satisfaction.
You will also provide guidance to a team of IT support staff while playing an active role in
coaching, mentoring, and operational oversight and process improvement.
Responsibilities:
- Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensure
optimal performance and professional growth.
- Service Management: Oversee daily service desk and IT operations, ensuring timely
and effective resolution of technical issues and requests.
- Customer Support: Act as the escalation point for complex technical issues,
incidents, and provide expert guidance and solutions.
- Process Improvement: Identify and implement improvements to service delivery and
operational efficiency to enhance service quality.
- Technical Expertise: Maintain up-to-date knowledge of company systems, assets and
SaaS ecosystem to effectively support the team and users.
- Reporting: Generate regular reports on service performance, customer feedback, and
team metrics.
- Collaboration: Work closely with cross-functional teams to ensure seamless service
integration and support.
- Schedule Management: Develop and manage the help desk team’s schedules to
ensure adequate coverage and timely response to user requests.
Coordinate shifts,
manage time-off requests, and balance workloads.
- Hiring Practices: Partner with HR to help hire, evaluate, and onboard candidates for
the Support Desk team — ensuring recruits have the right technical competency,
communication skills.
- Training & Development: Design and deliver training programs for new hires and
existing team members to enhance technical knowledge, customer service skills, and
compliance with ITSM best practices.
Create SOPs, knowledge base articles, and
encourage continuous learning.
- API Integration: Coordinate with internal teams and vendors to manage, test, and
maintain API calls for integrations between service desk tools and enterprise
applications, ensuring seamless workflows and data accuracy.
Qualifications:
- 5+ years of relevant experience in a Help Desk, IT Support, or Service Desk
environment is mandatory.
- 3+ years of experience in a leadership role;
global and multiple-location team
management experience preferred.
- Solid understanding of IT Service Desk operations, ticketing systems, and best
practices (ServiceNow experience is a plus).
- Understanding of the IT Service Management (ITSM) framework.
- Strong leadership and team management skills with proven ability to deliver
constructive feedback and guide performance improvement.
- Excellent analytical, organizational, and documentation skills.
- Strong communication, interpersonal, and written skills.
- Familiarity with tools, reporting dashboards, and knowledge base platforms
(SharePoint and Confluence are a plus).
- ITIL V4 certificate holder is a plus
About Hectae Analytics and Software Solutions (Haass.Io):
At Haass, we enable organizations to streamline and modernize their IT operations by
designing, implementing, and supporting tailored software solutions.
As a Platinum
Freshworks Partner, we specialize in end-to-end implementation and optimization of
Freshworks products, IT service management (ITSM), and IT operations management for
global enterprises.
Our focus areas include IT Service Desk transformation, IT Asset
Management, CRM implementations, and automation of enterprise workflows.
We pride
ourselves on being a fast-paced, execution-driven team that delivers tangible outcomes to
clients across industries.
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Unlock Your It Service Potential: Insight & Career Growth Guide
Real-time It Service Jobs Trends in India, India (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for It Service in India, India using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 61203 jobs in India and 5301 jobs in India. This comprehensive analysis highlights market share and opportunities for professionals in It Service roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Hectae Analytics and Software Solutions is currently hiring and seeking a It Service Desk Manager to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: It Service Desk Manager Jobs India.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Hectae Analytics and Software Solutions adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a It Service Desk Manager Jobs India varies, but the pay scale is rated "Standard" in India. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for It Service Desk Manager typically include Operations Specialties Managers and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your It Service Desk Manager interview at Hectae Analytics and Software Solutions, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Hectae Analytics and Software Solutions's products or services and be prepared to discuss how you can contribute to their success.
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