Manager - ITS

Why Join Iris Are you ready to do the best work of your career at one of India's Top 25 Best Workplaces in IT industry Do you want to grow in an award-winning culture that truly values your talent and ambitions Join Iris Software - one of the fastest-growing IT services companies - where you own and shape your success story . About Us At Iris Software, our vision is to be our client's most trusted technology partner, and the first choice for the industry's top professionals to realize their full potential. With over 4,300 associates across India, U.S.A, and Canada, we help our enterprise clients thrive with technology-enabled transformation across financial services, healthcare, transportation & logistics, and professional services. Our work covers complex, mission-critical applications with the latest technologies, such as high-value complex Application & Product Engineering, Data & Analytics, Cloud, DevOps, Data & MLOps, Quality Engineering, and Business Automation. Working with Us At Iris, every role is more than a job - it's a launchpad for growth. Our Employee Value Proposition, Build Your Future. Own Your Journey. reflects our belief that people thrive when they have ownership of their career and the right opportunities to shape it. We foster a culture where your potential is valued, your voice matters, and your work creates real impact. With cutting-edge projects, personalized career development, continuous learning and mentorship, we support you to grow and become your best - both personally and professionally. Curious what it's like to work at Iris Head to this video for an inside look at the people, the passion, and the possibilities. Watch it . Job Description Job Title: Manager - IT ServiceDesk Department: ITS Location: Noida Reporting To: Associate Director - IT Services Experience Required: 12+ Years Role Overview Responsible for managing day-to-day IT Service operations including Help Desk & Asset Mgmt, ensuring timely resolution of user issues, overseeing Asset Management, and maintaining service quality across onsite and offshore support teams. Having strong analytical, coordination, and reporting skills, with hands on expertise in ITIL & ITSM Tools & Processes, Excel-based reporting, and IT Asset lifecycle management. Key Responsibilities Helpdesk Operations . Supervise and lead the IT Helpdesk team (L1/L2 engineers), Lead to ensure SLAs and response times are consistently met. . Oversee ticket lifecycle in ITSM Tool, From logging and assignment to closure. . Monitor recurring incidents and coordinate with respective teams (Network, Server, Intune, etc.) for permanent fixes. . Manage escalation handling and communication for critical issues. . Handle Daily/weekly Syncups & Reporting . Able to manage multiple stakeholders & leadership connects Asset Management . Maintain and update IT Asset inventory for all hardware and software assets. . Ensure asset tagging, movement tracking, and compliance with organizational asset policies. . Coordinate with Procurement, Finance & facilities team for new purchases, disposals, and renewals. . Assets projection planning & reporting. Reporting & Analysis . Prepare and maintain daily, weekly, and monthly MIS reports in Excel (SLA metrics, issue trends, asset health, etc.). . Analyze helpdesk performance data to identify process gaps and areas of improvement. . Proficient in Creating & modification of ITSM Dashboarding ( Like Service now, Freshworks etc) . Proficiency in IT Operations Matrices . Present operational performance reports to management on a periodic basis. Team & Process Management . Conduct regular syncs with onsite and offshore support teams. . Drive user satisfaction through process improvements and proactive communication. . Support internal audits and ensure adherence to ITIL and ISMS processes. . Able to manage 24.7 Operations spread across multiple locations in US & India Required Skills & Competencies . Strong knowledge of Helpdesk operations and ticketing systems (Support Hub or equivalent) . Proficiency in MS Excel (Pivot, VLOOKUP, dashboards, and trend analysis) . Experience with IT Asset Management tools and lifecycle tracking . Excellent communication, coordination, and problem-solving skills . Working knowledge of ITIL framework and incident management practices . Ability to work under pressure and manage multiple priorities . AI Prompting, MIS & Dashboarding . Excellent verbal and written communication skills Education & Certifications . Bachelor's degree in Computer Science / IT / Electronics or equivalent. . ITIL Foundation certification preferred. . Asset or Service Management tool certification (optional, preferred). Mandatory Competencies Perks and Benefits for Irisians Iris provides world-class benefits for a personalized employee experience. These benefits are designed to support financial, health and well-being needs of Irisians for a holistic professional and personal growth. Click to view the benefits.