Job Opportunities API

Service Desk Manager Location: Noida Industry: FinTech / BFSI / High-Availability IT Environment Role Overview We are looking for a strategic and hands-on Service Desk Manager to set up, scale, and lead a high-performing Service Desk function from scratch in a mission-critical FinTech/BFSI environment. The role requires strong ITIL-based process ownership, stakeholder management, and operational excellence. Key Responsibilities • Establish and manage end-to-end Service Desk operations , including SOPs, escalation matrices, and governance frameworks • Design, implement, and optimize ITSM ticketing workflows using tools such as Jira, Zendesk, Freshdesk, or ServiceNow • Own Incident, Problem, Change, and Crisis Management for business-critical and customer-facing systems • Define, track, and improve KPIs, SLAs, CSAT, dashboards, and operational metrics • Build and lead a Service Desk team, including agent onboarding, training, performance management, and knowledge management • Ensure high availability and quick resolution in 24x7 / high-uptime environments • Act as a bridge between Service Desk, Development, QA, and DevOps teams , with strong understanding of SDLC • Drive continuous service improvement initiatives aligned with ITIL best practices • Manage communication with internal stakeholders and senior leadership during incidents and escalations Required Experience & Skills • 10+ years of overall IT experience, with 5+ years in Service Desk / IT Operations leadership roles • Strong hands-on experience with ITSM tools : Jira, Zendesk, Freshdesk (ServiceNow is a plus) • In-depth knowledge of ITIL v4 frameworks and best practices • Proven experience supporting customer-facing, mission-critical systems • Strong stakeholder management, communication, and crisis-handling skills • Experience working in FinTech, BFSI, or regulated environments is highly preferred