Manager IT
On-site · Hyderabad, Telangana, India
Job Summary
Lead and build a global IT support function from Hyderabad, India, owning 24x7 Service Desk and Remote Desktop Support, defining operating model, tooling, SLAs, and knowledge management; recruit, onboard, and develop aService Desk/Remote Support team; oversee onsite support services and end-user devices; design SOPs and workflows, pursue automation and improvements, and maintain a knowledge base to enhance first-contact resolution; work with ITIL-aligned processes, ITSM tools (e.g., ServiceNow), and performance metrics to deliver high-quality, scalable IT support across time zones.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 7–10 years of experience in IT Support Services, with at least 2–4 years in a leadership or supervisory role
- Experience building or scaling Service Desk / IT Support functions
- Strong understanding of ITSM tools (e.g., ServiceNow) and ITIL practices (ITIL certification preferred)
- Experience with Remote Desktop Support tools and end-user computing environments
- Proven ability to manage operations, teams, and service performance metrics
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