IT Service Desk Manager, India & APAC

Overview

Lead the Gurugram service desk and the onsite L2 and L3 support staff across multiple APAC locations as the senior end-user technology leader, owning service quality for 295+ teammates and reporting directly to the Director, Digital Experience in the United States.

What you'll do

• Lead, coach, and develop L2 and L3 onsite support staff across multiple offices, including performance management, scheduling, retention, and career growth.
• Run day-to-day service desk operations for Gurgaon and partner offices, including 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 through shared queues, standard runbooks, and warm handoffs across time zones.
• Partner with Talent Acquisition on requisitions, technical screening, and final hiring decisions, and 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, covering onboarding, offboarding, office moves, equipment readiness, AV and meeting rooms, and 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, including ticket volume, SLA, CSAT, first-contact resolution, and 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.

What you'll need

• 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).
• 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 experience 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.
• Excellent written and oral English communication, comfortable presenting to senior leadership and partnering across time zones.
• Strong stakeholder, project, and time management skills, thriving in a fast-paced, globally distributed environment.

Nice to have

• ITIL v4 Foundation.
• ServiceNow Certified System Administrator, Microsoft 365 Certified: Modern Desktop Administrator, CompTIA A+, or Apple Certified Support Professional.

Details

• Location: Gurugram, Haryana, with partner offices across APAC.
• Hybrid role with in-office expectations determined by location and subject to change based on business needs.
• Candidates currently serving notice period or with shorter notice are welcomed; strong candidates are considered regardless of notice length.
• On-call rotation and after-hours coverage are part of the role.