Senior Manager - IT Service Desk Management

Overview

Senior Manager - IT role within Procore's Product & Technology Team, running End User Operations and the IT Service Desk, reporting to the Director - End User Services & ITSM and based in the Bangalore office.

What you'll do

• Own day-to-day operations of the IT Service Desk across L1/L2 support, including incident, request, and escalation management.
• Define, track, and meet SLAs/OLAs and KPIs (first-contact resolution, time to resolve, CSAT/employee experience, backlog health, ticket deflection).
• Manage ITSM processes aligned to ITIL (incident, request, problem, knowledge) and run continuous service improvement.
• Oversee onboarding/offboarding support, endpoint support, access and identity requests, and executive/VIP support.
• Ensure appropriate coverage models (follow-the-sun, shift rosters, on-call) and business continuity for support operations.
• Drive automation across the ticket lifecycle: intelligent routing, auto-resolution, self-service, chatbots/virtual agents, and knowledge-driven deflection.
• Lead, coach, and develop a team of managers, team leads, and analysts, including onshore/offshore and vendor-supported teams.
• Own hiring, performance management, career development, succession planning, and engagement.
• Build a culture of accountability, customer focus, and continuous learning.
• Manage workforce planning, capacity forecasting, and scheduling against demand trends.
• Own the Service Desk budget, including headcount, tooling, and licensing.
• Prepare forecasts, track variance, and report on cost per ticket and cost-to-serve.
• Manage vendor contracts, SOWs, renewals, and commercial negotiations; drive cost optimization without degrading service quality.
• Build business cases for investments in tooling and automation with clear ROI.
• Implement monitoring and analytics across service desk performance, end-user experience, and endpoint/application health.
• Use digital employee experience (DEX) and observability tools to detect issues proactively and reduce inbound ticket volume.
• Build dashboards and reporting for operations, leadership, and business stakeholders.
• Lead major incident management, root-cause analysis, and post-incident reviews.

What you'll need

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field, or equivalent experience.
• 12+ years of IT experience, with substantial time in service desk or end-user support operations.
• At least 5 years in people management.
• Strong working knowledge of ITSM platforms (such as ServiceNow or Jira Service Management) and ITIL practices.
• A customer-focused approach with strong interpersonal and negotiation skills.
• Excellent communication, stakeholder management, and executive reporting skills.

Details

• Location: Bangalore, India (office-based).
• Reports to the Director - End User Services & ITSM.