Job Description

Job Title: IT Manager – IT Support Services

Location: India Hyderabad, Onsite (MTIC)

Department: IT Infrastructure & Operations

Reports To: IT Director, Global Support Services (UK Based)

We are looking for a hands-on and results-driven IT Manager – IT Support Services to establish and lead our IT Service Desk and Remote Desktop Support operations based in Hyderabad India. This role is critical in building the support function from the ground up, including defining processes, selecting and implementing tools, and hiring and developing the team.

The successful candidate will take ownership of day-to-day Service Desk and Remote Desktop Support operations, ensuring high-quality, responsive support for global users across multiple time zones. A key focus of the role is to design, implement, and continuously improve support services, driving efficiency, user satisfaction, and operational excellence.

In addition to leading Service Desk and RDS functions, this role will oversee Onsite Support Services, including end-user devices, peripherals. You will play a key role in setting up the operational model, tools, and standards, while remaining close to delivery and capable of stepping in when needed.

This is a hands-on leadership role suited to someone who enjoys both building and running IT support operations in a fast-paced, evolving environment.

Key Responsibilities

Service Desk & Remote Support Ownership

• Establish and manage a 24x7 Service Desk and Remote Desktop Support function supporting global users.
• Define and implement the operating model, tooling (e.g., ITSM), SLAs, and support processes
• Ensure high-quality resolution of incidents and service requests across hardware, software, and access issues.
• Drive adoption of shift-left practices, self-service, and knowledge management.

Team Leadership & Build-Out

• Recruit, onboard, and develop a team of Service Desk and Remote Support analysts
• Provide day-to-day leadership, coaching, and performance management
• Foster a customer-focused, accountable, and high-performing team culture
• Act as a player-coach, remaining close to operations when required.

Operational Management

• Ensure consistent delivery against SLAs, KPIs, and customer satisfaction targets
• Oversee incident, request, and knowledge management processes aligned to ITIL principles.
• Manage ticket queues, escalations, and workload distribution
• Support and coordinate onsite IT support services at the MTIC location.

Service Design & Continuous Improvement

• Design and document standard operating procedures (SOPs) and support workflows.
• Identify opportunities for automation, tooling improvements, and process optimisation
• Build and maintain a knowledge base to improve first-contact resolution and reduce ticket volumes.
• Continuously improve the end-user experience (EUX)

Technology & Tooling Setup

• Support the selection, implementation, and optimisation of ITSM tools (e.g., ServiceNow) and remote support technologies.
• Help define the support technology stack, including monitoring, endpoint management, and remote tools.
• Ensure tools are configured to enable efficient service delivery and reporting

Stakeholder & Vendor Management

• Work closely with Infrastructure, Security, Applications, and regional IT teams to ensure aligned support.
• Act as the primary point of contact for support-related escalations and service issues
• Manage third-party vendors or partners where applicable.

Reporting & Performance Management

• Track and report on service performance metrics (SLAs, CSAT, ticket trends, backlog, etc.)
• Provide insights and recommendations to improve service delivery and efficiency.
• Maintain visibility of team performance and operational health

Qualifications

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 7–10 years of experience in IT Support Services, with at least 2–4 years in a leadership or supervisory role
• Experience building or scaling Service Desk / IT Support functions
• Strong understanding of ITSM tools (e.g., ServiceNow) and ITIL practices (ITIL certification preferred).
• Experience with Remote Desktop Support tools and end-user computing environments
• Proven ability to manage operations, teams, and service performance metrics

Key Skills

• Strong hands-on leadership and team management capability.
• Excellent communication and stakeholder engagement skills.
• Practical, problem-solving mindset with a focus on delivery
• Experience in setting up processes, tools, and teams from scratch
• Strong customer-first mindset with focus on end-user experience.

Why Join Us?

• Opportunity to build and shape a global IT support function from the ground up
• Play a key role in establishing core IT services and capabilities
• Work in a dynamic, fast-paced, and collaborative environment