Senior Manager - IT Support Services
- Estuate Software
- 10 - 15 years
- Hyderabad
- 6 months ago
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Job Description
We are looking for an experienced and results-driven Senior Manager - IT Support Services to establish and lead our global IT Service Desk and Remote Desktop Support operations, based in India.
- This role will be critical in building the function from the ground up and ensuring seamless 24/7 support across multiple time zones and languages.
- The successful candidate will be responsible for delivering high-quality end-user support, driving continuous improvement, and leading a team of IT professionals to enhance business productivity.
- In addition to managing the IT Service Desk and RDS teams, this role will also oversee Onsite Support Services in location, including the management of end-user computing devices, peripherals, and local infrastructure.
- Responsible for coordinating local IT Field Services, ensuring timely resolution of hardware issues, supporting office IT setup, and maintaining equipment standards and inventory across the site.
- The ideal candidate is a strong people leader, a clear communicator, and a strategic thinker with a proven track record of managing global IT support operations.
- A solid understanding of desktop and infrastructure technologies is essential, along with a hands-on, can-do approach when the situation calls for it.
Key Responsibilities
Leadership & Team Management
- Lead, mentor, and develop a high-performing team of IT Service Desk and Remote Desktop Support professionals.
- Build a positive, performance-driven team culture with a focus on customer satisfaction and continuous improvement.
- Drive recruitment, onboarding, training, and performance management for support staff.
Operational Oversight
- Ensure reliable 24x7x365 Service Desk operations supporting global users.
- Oversee Remote Desktop Support delivery for both hardware and software issues, ensuring SLAs and KPIs are consistently met or exceeded.
- Oversee Onsite Support Services in the MTIC location.
- Implement ITIL-based practices for Incident, Request, and Knowledge Management.
Process & Service Improvement
- Identify and implement process improvements, automation opportunities, and self-service initiatives to improve efficiency and end-user experience.
- Develop and maintain SOPs, knowledge base articles, and service documentation.
Stakeholder & Vendor Management
- Collaborate with cross-functional teams, including Infrastructure, Security, Applications, and regional IT teams to ensure aligned service delivery.
- Manage relationships with third-party vendors and outsourcing partners, where applicable.
Stakeholder & Vendor Engagement
- Collaborate with cross-functional IT teams, including Service Desk, Infrastructure, Security, and Applications.
- Manage relationships with software vendors and strategic partners for tool implementation and support.
Reporting & Analytics
- Produce regular reports and dashboards on service performance, customer satisfaction (CSAT), incident trends, and resource utilization.
- Present actionable insights and strategic recommendations to senior leadership.
Qualifications & Experience
- Bachelor s degree in Computer Science, Information Technology, or a related field. Master s degree or MBA is a plus.
- 10+ years of progressive experience in IT Support Services, with at least 5 years in a leadership or senior management role.
- Demonstrated success in managing 24/7 Service Desk operations and offshore support teams.
- Strong knowledge of ITSM tools (eg, ServiceNow) and ITIL framework (ITIL certification preferred).
- Experience with global support delivery models and remote desktop support technologies.
- Proven experience in managing operational metrics, service reporting, and continuous service improvement.
Key Skills
- Exceptional leadership and people management skills.
- Strong communication and stakeholder engagement skills.
- Analytical and data-driven mindset with excellent report writing abilities.
- Customer-oriented, EUX approach with a commitment to delivering high-quality IT support services.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Head - Network OperationsEmployement Type: Full timeContact Details:
Company: Estuate SoftwareLocation(s): Hyderabad+ View Contact
Keyskills: Vendor Manager Team management ISO Performance management Bfsi Pharma Healthcare Outsourcing Analytics Recruitment
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Estuate Software
Estuate is a global Information Technology Services company headquartered in Milpitas, California, and with offices in New Jersey, Canada, India, the UK , UAE and development centre in Bangalore. We were founded on the simple premise that clients value a partner that is adept at technology and busin...
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