Job Description

Manager - Service Desk and Knowledge Management Lead

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

As a Manager - Service Desk and Knowledge Management Lead with knowledge management oversees the daily performance of an IT service desk, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction. The role acts as the central coordination point between users, analysts, and wider IT teams, ensuring that support service are efficient, consistent, and aligned with organisational standards.The Service Desk lead is the custodian of organisational knowledge, ensuring that information is captured, structured, and reused to improve service quality, reduce repeat incidents, and empower both analysts and end users.

Key Responsibilities

• Oversee day‑to‑day service desk operations, ensuring user tickets are resolved promptly and SLAs/OLAs are met.
• Monitor performance against KPIs and produce regular service reports to identify trends and improvement opportunities.
• Coordinate staff scheduling to ensure adequate coverage across operating hours
• Lead, mentor, and develop Service Desk Analysts, providing coaching, feedback, and training.
• Support skill development and ensure analysts follow best‑practice frameworks such as ITIL
• Maintain high levels of customer service, acting as a customer advocate and ensuring a consistent, high‑quality experience.
• Ensure effective use and maintenance of ITSM tools, remote access systems, and knowledge bases.
• Develop and implement service desk policies, procedures, and process improvements.
• Liaise with other IT teams and external vendors to resolve complex issues beyond first‑line capability.
• Strong communication and customer service skills.
• Broad IT knowledge across applications, platforms, and technologies.
• Ability to multitask, prioritise, and work under pressure in a fast‑paced environment.
• Experience with ITSM systems and reporting.
• Lead the creation, maintenance, and lifecycle management of knowledge articles within the ITSM platform.
• Ensure knowledge follows ITIL 4 principles: accurate, findable, reusable, and continuously improved
• Implement a structured Knowledge-Centered Service (KCS) approach where analysts contribute knowledge as part of ticket resolution.
• Drive adoption of self‑service portals and knowledge bases to reduce ticket volumes.
• Ensure analysts use knowledge articles consistently to improve first‑time fix rates.
• Analyse incident trends to identify where new knowledge articles or problem records are needed.
• Embed knowledge checks into shift handovers, daily stand‑ups, and major incident reviews.
• Maintain a strong link between incident, problem, change, and knowledge processes.
• Train analysts on how to create high‑quality knowledge articles.
• Coach the team on KCS behaviours: reuse, improve, create, and flag.
• Recognise and reward analysts who contribute valuable knowledge.
• Build a culture where “documenting what we learn” is part of the team identity.
• Ensure knowledge articles are written in user‑friendly language and accessible formats.
• Work with communications teams to promote new self‑service capabilities.
• Use customer feedback to refine knowledge content and improve clarity.
• Reduce call volumes by shifting common queries to self‑help channels.
• Ensure knowledge articles are reviewed regularly and retired when obsolete.
• Collaborate with Problem Management to convert known errors into knowledge.
• Partner with Change Management to ensure new services and releases include knowledge artefacts at go‑live.
• Maintain alignment with ITIL 4 practices and organisational governance standards.

Skills, Knowledge and Expertise

Essential Experience

• 3–5 years in IT Service Desk operations, including hands‑on incident and request fulfilment.
• Proven experience working within an ITIL‑aligned environment, with strong understanding of Incident, Request, Problem, Change, and Knowledge practices.
• Demonstrated ability to create, maintain, and govern knowledge articles within an ITSM platform ServiceNow
• Experience driving first‑time fix improvements, service quality enhancements, or process optimisation initiatives.
• Strong background in customer service, stakeholder communication, and managing escalations. Experience collaborating with cross‑functional teams (Infrastructure, Applications, Security, Change Management).
• Background in continuous improvement, Lean, or service optimisation initiatives.
• Experience in multi‑site, global, or 24/7 support environments.

Desirable / Advantageous Experience

• Experience implementing or contributing to Knowledge-Centered Service (KCS) methodologies.
• Exposure to self‑service portal design, knowledge taxonomy, or content governance.
• Experience supporting onboarding and training of new analysts using structured knowledge assets.