Service Desk Manager – US Focused

Base8

Service Desk Manager overseeing daily team activities and improving service delivery in Hyderabad. Managing dispatch processes and customer satisfaction for IT service desk operations.

Posted 5/2/2026full-timeHyderabad • 🇮🇳 IndiaSeniorLeadWebsite

Tech Stack

Tools & technologies

CitrixVMware

About the role

Key responsibilities & impact

Manage service desk team members and their overall daily activities.
Manage the dispatch process of service requests to ensure full utilization of resources.
Manage the dispatch process of field technicians to ensure full utilization of resources.
Improve usage of Support resources and increase the productivity of the team.
Communicate with all parties in a constructive manner to guarantee customer expectations are met.
Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary.
Perform customer follow-up to verify final resolution and determine satisfaction level.
Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
Provide accurate reports and metrics to company management on the status of delivering Service Level Agreements across all clients.
Understand overall service desk objectives , as well as the role and function of each team member.
Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
Assist the service desk team in design and development tasks.
Ensuring that risks are identified , communicated, and mitigated and that services and projects are delivered successfully through to production.

Requirements

What you’ll need

10+ years of experience of IT/MSP experience, with ticketing system
Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
Knowledge and experience in cross-functional management methods and techniques
Knowledge of industry applications, processes, software, and equipment
Strong organizational, presentation, and customer service skills
Skills in strategic planning with an ability to think ahead and make long-term plans.
Strong leadership skills and getting results with a strong customer orientation.
Understanding of support tools, techniques, and how technology is used to provide services.
Excellent communication skills in English, both written and oral.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development
Bonuses
Equipment allowances

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ticketing systemcross-functional managementstrategic planningcustomer servicesupport toolsservice level agreementsreporting and metricsrisk managementteam developmentdesign and development tasks

Soft Skills

organizational skillspresentation skillscustomer orientationleadership skillscommunication skillsconstructive communicationproblem-solvingteam managementcustomer follow-upsatisfaction determination

Certifications

Microsoft MCPMCSAMCSECitrix CCEACCIASonic Wall CSSAConnect Wise CCPALabTech LTCPCisco CCNAVMware VCP