Service Desk Manager

SERVICE DESK MANAGER

Location: Mohali, Punjab

Work Mode: Work from Office

Experience: 7–12 years of relevant IT Service Desk / IT Support experience, including 2–3 years in a Team Lead or Managerial role.

About the Role

We are looking for an experienced Service Desk Manager to lead our IT Service Desk function and ensure the efficient, timely, and customer-focused resolution of IT incidents and service requests.

The ideal candidate should have strong experience in IT Service Desk operations, Jira-based ticket management, networking, troubleshooting, team management, and ITIL-based processes. Hands-on experience with Ubiquiti networking equipment and infrastructure will be highly preferred.

Key Responsibilities

• Manage the day-to-day operations of the IT Service Desk and ensure timely resolution of incidents and service requests.
• Lead, mentor, and monitor the performance of Service Desk and IT Support Engineers.
• Manage and monitor tickets through Jira / Jira Service Management, ensuring proper categorization, prioritization, assignment, escalation, and closure.
• Define and monitor SLA, response time, resolution time, ticket backlog, and ticket ageing.
• Handle escalated L1/L2 technical issues and provide technical guidance to the Service Desk team.
• Troubleshoot and manage issues related to LAN/WAN, Wi-Fi, switches, routers, firewalls, VPN, DNS, DHCP, and network connectivity.
• Manage and support Ubiquiti networking equipment, including UniFi Access Points, Switches, Gateways, and related network infrastructure.
• Monitor network and system availability and coordinate with internal teams and external vendors for infrastructure-related issues.
• Develop and maintain IT Service Desk processes, SOPs, escalation matrices, and troubleshooting documentation.
• Analyse recurring incidents and conduct Root Cause Analysis (RCA) to reduce repeat issues.
• Prepare and share regular Service Desk reports covering ticket volume, SLA performance, resolution time, backlog, and team productivity.
• Coordinate with internal IT, Development, Infrastructure, and Business teams for effective issue resolution.
• Manage third-party IT vendors and service providers, wherever required.
• Ensure proper maintenance of IT assets, user access, and technical documentation.
• Drive continuous improvement of Service Desk processes, tools, and overall user experience.
• Ensure adherence to IT security policies and standard IT support procedures.

Technical Skills

• Strong experience in IT Service Desk / IT Support management.
• Hands-on experience with Jira / Jira Service Management.
• Strong understanding of ticket lifecycle and SLA management.
• Good knowledge of Windows, Microsoft 365, Active Directory, hardware, and software troubleshooting.
• Strong networking fundamentals, including:
• TCP/IP
• DNS
• DHCP
• LAN/WAN
• Wi-Fi
• VPN
• VLANs
• Experience managing and troubleshooting Ubiquiti / UniFi network infrastructure.
• Strong understanding of Incident, Problem, and Service Request Management.
• Excellent troubleshooting and escalation-management skills.

Leadership & Management Skills

• Excellent communication and stakeholder-management skills.
• Ability to prioritize incidents based on business impact and urgency.
• Process-oriented approach with a strong focus on SLA compliance and continuous improvement.

Key Performance Indicators (KPIs)

• SLA Compliance
• First Response Time
• Mean Time to Resolution (MTTR)
• Ticket Backlog and Ageing
• First Contact Resolution (FCR)
• Customer / User Satisfaction
• Reduction in Recurring Incidents
• Team Productivity and Performance

Education - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred.

Preferred Candidate Profile

The ideal candidate will be someone who combines strong technical troubleshooting expertise with proven team-management and service-delivery experience. Candidates with hands-on experience in Jira Service Management, Ubiquiti/UniFi networking, ITIL processes, and SLA-driven Service Desk environments will be strongly preferred.