Job Summary
The Manager, IT Services (Pune) leads the Pune-based IT Operations and Services function responsible for high-quality global end-user support execution, knowledge management, and operational consistency. This hands-on leader builds a high-performing service desk team, enforces ITSM processes, improves SLA performance, while partnering tightly with US-based IT leadership on escalations, handoffs, and continuous improvement.
Core Responsibilitie
- sLead day-to-day Pune service desk operations: triage discipline, accurate categorization, quality ticket notes, and consistent customer communications
- .Own Pune performance against SLAs, backlog aging targets, and reopen-rate reduction; escalate systemic issues to IT Ops for remediation
- .Establish queue coverage plans (rotations, overlap coverage, escalation handoffs) and ensure clean cross-time-zone baton passes
- .Define and enforce ITSM processes for incident, request, knowledge, problem, and asset management (within Pune scope)
- .Drive KB and SOP adoption: ensure high-volume issues get documented and deflected through self-service
- .Identify automation opportunities and partner with IT Ops leadership to reduce toil and improve service levels
- .Coach, develop, and performance-manage the Pune IT Services team; build a culture of customer-first service and operational rigor
- .Establish clear capability tiers (Tier 1 vs Tier 2), training plans, and QA sampling to steadily expand Pune’s resolution scope safely
- .Produce weekly and monthly reporting on support health (SLA attainment, backlog aging, top drivers, deflection trends) and use it to drive improvement
- .Serve as the Pune escalation leader for high-impact support cases, coordinating with US leadership during major incidents
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Qualificatio
- nsMinimum of 5-years in IT support/service delivery, including hands-on troubleshooting experienc
- e.Minimum of 1-year of people leadership (or strong lead-level experience with mentoring/queue ownership
- ).Working knowledge of macOS and Windows OS, common SaaS tools, and troubleshooting fundamental
- s.Demonstrated experience running service desk processes (incident/request/knowledge; basic problem management
- ).Experience managing AWS environments and supporting engineering and R&D/Product functi
- onExperience working in a SaaS environment and/or at a Technology (SaaS) compan
- y.Experience with ITIL/ITSM concepts and metrics-driven operation
- s.Familiarity with endpoint tools (Kandji, NinjaOne, SentinelOne) and identity/access request patterns (Okta
- ).Experience working with distributed teams and executing follow-the-sun operation
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