Senior Manager - IT Service Desk Management

We’re looking for a Senior Manager - IT to join Procore’s Product & Technology Team. Procore software solutions aim to improve the lives of everyone in construction, and the people within Product & Technology are the driving force behind our innovative, top-rated global platform. We’re a customer-centric group that encompasses engineering, product, product design and data, security and business systems.
In this Senior Manager - IT role, you’ll partner with Business leaders, Security, Infrastructure, HR, and Finance teams to run seamless End User Operations.
This position reports to the Director - End User Services & ITSM and will be based in our Bangalore office . We’re looking for someone to join us immediately. Apply today to join our team of Groundbreakers.
What you’ll do:
Service Desk Management Operations:
Own day-to-day operations of the IT Service Desk across L1/L2 support, including incident, request, and escalation management.
Define, track, and meet SLAs/OLAs and KPIs (first-contact resolution, time to resolve, CSAT/employee experience, backlog health, ticket deflection).
Manage ITSM processes aligned to ITIL (incident, request, problem, knowledge) and run continuous service improvement.
Oversee onboarding/offboarding support, endpoint support, access and identity requests, and executive/VIP support.
Ensure appropriate coverage models (follow-the-sun, shift rosters, on-call) and business continuity for support operations.
Drive automation across the ticket lifecycle: intelligent routing, auto-resolution, self-service, chatbots/virtual agents, and knowledge-driven deflection.
People Management:
Lead, coach, and develop a team of managers, team leads, and analysts, including onshore/offshore and vendor-supported teams.
Own hiring, performance management, career development, succession planning, and engagement.
Build a culture of accountability, customer focus, and continuous learning. Manage workforce planning, capacity forecasting, and scheduling against demand trends.
Financial Management:
Own the Service Desk budget, including headcount, tooling, and licensing.
Prepare forecasts, track variance, and report on cost per ticket and cost-to-serve.
Manage vendor contracts, SOWs, renewals, and commercial negotiations; drive cost optimization without degrading service quality.
Build business cases for investments in tooling and automation with clear ROI.
Observability and Proactive Monitoring
Implement monitoring and analytics across service desk performance, end-user experience, and endpoint/application health.
Use digital employee experience (DEX) and observability tools to detect issues proactively and reduce inbound ticket volume.
Build dashboards and reporting for operations, leadership, and business stakeholders.
Lead major incident management, root-cause analysis, and post-incident reviews.
What we’re looking for:
Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field, or equivalent experience.
12+ years of IT experience, with substantial time in service desk or end-user support operations and at least 5 years in people management.
Strong working knowledge of ITSM platforms (such as ServiceNow or Jira Service Management) and ITIL practices.
A customer-focused approach with strong interpersonal and negotiation skills.
Excellent communication, stakeholder management, and executive reporting skills.