IT Service Desk Manager

IT Service Desk Manager
A Big-4-style professional-services firm building its India centre, scaling the internal service desk that supports its consulting workforce
Location: Remote (India)
About the Company
With headcount growing fast, the firm has partnered with Flexiple to bring in a Service Desk Manager who can keep response times tight as ticket volume climbs. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.
Role Overview
As IT Service Desk Manager, you will run the team that keeps consultants productive — laptops, VPN, collaboration tools — and report on service quality to IT leadership.
Key Responsibilities
Service Desk Operations
Run day-to-day service desk operations across ticket queues, chat, and phone channels
Own SLA performance — first-response time, resolution time, and reopen rate
Build and maintain the knowledge base so common issues resolve at first contact
People & Process
Hire, coach, and schedule a team of service desk analysts across shifts
Run root-cause reviews on recurring incidents and push fixes upstream to infrastructure teams
Report service desk metrics to IT leadership and flag capacity risks early
Ideal Candidate Profile
5 to 9 years in IT support or service desk roles, including 2+ years managing a team
Working knowledge of ITSM ticketing tools and SLA-driven support models
Comfortable coaching analysts on both technical fixes and customer-facing tone
Clear written and spoken English and a reliable remote-work setup
Preferred Qualifications
ITIL Foundation certification
Experience running a multi-shift or follow-the-sun support model
What We Offer
Ownership of support for a consulting workforce that cannot afford downtime before a client call
Remote-friendly, pan-India hiring with long-term placement
A direct line to the India IT leadership team
Hiring Process
HR Screening → Assignment → Panel Round → Leadership Round → Culture Fit
This posting fills one opening now, with your profile retained as the service desk adds shifts.

Experience
5-9 yrs

Work arrangement
Yes