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IT Service Desk Manager, India & APAC

S&P Global Inc.
Gurugram, IND
Full-time
Manager · 7–10 years experience
Onsite
Discovered 2 days ago
jiraservicenow

Full Job Posting

Key Responsibilities:

  • Lead, coach, and develop L2 and L3 onsite support staff across multiple offices — performance management, scheduling, retention, and career growth.
  • Run day-to-day service desk operations for Gurgaon and partner offices: incident response, request fulfilment, escalations, on-call rotation, and after-hours coverage to defined SLA and CSAT targets.
  • Drive a single, consistent support experience with Global Service Desk leadership — shared queues, standard runbooks, warm handoffs across time zones.
  • Partner with Talent Acquisition on requisitions, technical screening, and final hiring decisions.
  • Build a pipeline that scales with the business.
  • Serve as the primary IT point of contact for HR, Facilities, Workplace Experience, Information Security, and Procurement in-region — onboarding, offboarding, office moves, equipment readiness, AV and meeting rooms, site readiness.
  • Partner with Endpoint Management Core (JAMF, Intune, Workspace ONE) and Systems & collaboration to deploy and support devices, identities, and tools to global standards.
  • Track and report operational health — ticket volume, SLA, CSAT, first-contact resolution, problem trends — and translate the numbers into clear narratives for senior leadership.
  • Identify automation, self-service, and knowledge opportunities to reduce repeat work.
  • Participate in regional business continuity and disaster recovery planning for end-user technology.

Required Qualifications

  • 7 to 10 years of IT end-user support experience, including 4+ years directly managing a service desk, desktop support, or onsite IT team — ideally across multiple offices or geographies.
  • Bachelor’s or Master’s degree in computer science, IT, Engineering, or a related field (B.Tech, B.E., BCA, MCA, or MBA acceptable).
  • ITIL v4 Foundation strongly preferred. ServiceNow Certified System Administrator, Microsoft 365 Certified:
  • Modern Desktop Administrator, CompTIA A+, Apple Certified Support Professional.
  • Proven experience hiring, coaching, and retaining technical support talent in the Indian market, with familiarity around notice-period and offer-management dynamics.
  • Strong working knowledge of Windows 11, macOS, and iOS; Microsoft 365; and modern endpoint management (Intune, JAMF, or Workspace ONE).
  • Hands-on with enterprise ITSM platforms (ServiceNow, Jira Service Management, or equivalent); comfortable using data and dashboards to manage the work.
  • Exceptional customer service mindset, and the ability to instill it in your team, is a MUST.
  • Excellent written and oral English communication; comfortable presenting to senior leadership and partnering across time zones.
  • Strong stakeholders, project, and time management; thrive in a fast-paced, globally distributed environment.
  • Candidates currently serving notice period or with shorter notice are welcomed; strong candidates considered regardless of notice length.
  • This is a hybrid role with in-office expectations determined by location and subject to change based on evolving business needs.
  • What’s In It for You
  • Competitive compensation package, including base salary and incentive opportunities where applicable.
  • Comprehensive health and wellness benefits for employees and eligible dependents.
  • Retirement savings programs, including company matching contributions where available.
  • Equal Opportunity Employer
  • Mobility Global is proud to be an Equal Opportunity Employer. We value diverse perspectives and are committed to fostering an inclusive workplace where everyone is respected, supported, and empowered to succeed. We provide reasonable accommodation throughout the hiring process and employment for qualified individuals with disabilities.
  • Recruitment Fraud Alert
  • Mobility Global will never ask candidates to pay money at any stage of the hiring process, including for applications, interviews, background checks, training, or equipment. If you receive a suspicious communication or request for payment or personal financial information, please exercise caution and report it immediately.

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