Job Description
Service Desk Manager
Location: Noida
Industry: FinTech / BFSI / High-Availability IT Environment
Role Overview
We are looking for a strategic and hands-on Service Desk Manager to set up, scale, and lead a high-performing Service Desk function from scratch in a mission-critical FinTech/BFSI environment. The role requires strong ITIL-based process ownership, stakeholder management, and operational excellence.
Key Responsibilities
Establish and manage end-to-end Service Desk operations, including SOPs, escalation matrices, and governance frameworks
Design, implement, and optimize ITSM ticketing workflows using tools such as Jira, Zendesk, Freshdesk, or ServiceNow
Own Incident, Problem, Change, and Crisis Management for business-critical and customer-facing systems
Define, track, and improve KPIs, SLAs, CSAT, dashboards, and operational metrics
Build and lead a Service Desk team, including agent onboarding, training, performance management, and knowledge management
Ensure high availability and quick resolution in 24x7 / high-uptime environments
Act as a bridge between Service Desk, Development, QA, and DevOps teams, with strong understanding of SDLC
Drive continuous service improvement initiatives aligned with ITIL best practices
Manage communication with internal stakeholders and senior leadership during incidents and escalations
Required Experience & Skills
10+ years of overall IT experience, with 5+ years in Service Desk / IT Operations leadership roles
Strong hands-on experience with ITSM tools: Jira, Zendesk, Freshdesk (ServiceNow is a plus)
In-depth knowledge of ITIL v4 frameworks and best practices
Proven experience supporting customer-facing, mission-critical systems
Strong stakeholder management, communication, and crisis-handling skills
Experience working in FinTech, BFSI, or regulated environments is highly preferred
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