IT Manager

As an IT Manager, you will be responsible for overseeing the operational success of the India Service Desk team, which supports approximately 150 professionals in India and provides after-hours support for 1,500+ users in the United States. This role involves a balance of hands-on technical work, such as ticket resolution, escalations, and root cause analysis, as well as people management tasks like coaching, performance management, and service quality assurance. Key Responsibilities: - Lead and manage a team of Service Desk employees in India, providing coaching, mentoring, performance management, and ongoing professional development. - Ensure the India Service Desk delivers a consistently high level of customer service, emphasizing first-time correct resolution and timely issue resolution. - Act as a working manager, spending approximately 50% of your time handling escalations and complex issues while supporting overall ticket flow as needed. - Own service desk operations and outcomes, including service quality, responsiveness, and customer satisfaction, rather than day-to-day task assignment. - Build strong partnerships with business stakeholders to understand their needs, anticipate issues, and identify technology solutions that enable effective business execution. - Translate business requirements into practical support processes, tools, or technical improvements in collaboration with other IT teams. - Promote continuous improvement by developing team skills, encouraging problem-solving, and evolving support practices as business needs change. - Provide leadership during incidents or recurring issues by driving root cause analysis and coordinating corrective actions. - Ensure appropriate documentation, knowledge sharing, and operational standards are maintained to support consistent service delivery. Qualifications Required: - Bachelors degree in information technology, Computer Science, or a related field, or equivalent proven experience. - CompTIA A+, Microsoft MCP, or similar technical certifications preferred. Please note that this position is on-site, in-office five days per week and is not eligible for remote work. There is no regular travel required, with rare travel requested on an exception basis. As an IT Manager, you will be responsible for overseeing the operational success of the India Service Desk team, which supports approximately 150 professionals in India and provides after-hours support for 1,500+ users in the United States. This role involves a balance of hands-on technical work, such as ticket resolution, escalations, and root cause analysis, as well as people management tasks like coaching, performance management, and service quality assurance. Key Responsibilities: - Lead and manage a team of Service Desk employees in India, providing coaching, mentoring, performance management, and ongoing professional development. - Ensure the India Service Desk delivers a consistently high level of customer service, emphasizing first-time correct resolution and timely issue resolution. - Act as a working manager, spending approximately 50% of your time handling escalations and complex issues while supporting overall ticket flow as needed. - Own service desk operations and outcomes, including service quality, responsiveness, and customer satisfaction, rather than day-to-day task assignment. - Build strong partnerships with business stakeholders to understand their needs, anticipate issues, and identify technology solutions that enable effective business execution. - Translate business requirements into practical support processes, tools, or technical improvements in collaboration with other IT teams. - Promote continuous improvement by developing team skills, encouraging problem-solving, and evolving support practices as business needs change. - Provide leadership during incidents or recurring issues by driving root cause analysis and coordinating corrective actions. - Ensure appropriate documentation, knowledge sharing, and operational standards are maintained to support consistent service delivery. Qualifications Required: - Bachelors degree in information technology, Computer Science, or a related field, or equivalent proven experience. - CompTIA A+, Microsoft MCP, or similar technical certifications preferred. Please note that this position is on-site, in-office five days per week and is not eligible for remote work. There is no regular travel required, with rare travel requested on an exception basis.