Service Desk Manager – Knowledge Management Lead

MDD Forensic Accountants

Manager leading IT service desk operations and knowledge management. Ensuring incident resolution while maintaining high customer satisfaction and service quality.

Posted 5/1/2026full-timePune • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account MDD Forensic Accountants Website LinkedIn All Job Openings 201 - 500 employees Founded 1933 💸 Finance Finance
Insurance
Consulting MDD Forensic Accountants is a forensic accounting firm specializing in business valuations, shareholder disputes, and economic damage quantification. With over 40 offices globally, MDD provides expertise across a wide range of industries, delivering services to insurance companies, law firms, governments, and individuals. Their services include business interruption, lost profits, fraud investigations, and more, making them a trusted advisor for sound financial decision-making. Service Desk Manager – Knowledge Management Lead 🔥 40 minutes ago 🏢🏡 Pune – Hybrid ⏰ Full Time 🟠 Senior 👔 Manager Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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. 🎯 Requirements
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.
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. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Professional Services Manager 🕒 Yesterday Veradigm® 1001 - 5000 ☁️ SaaS 🤝 B2B ⚕️ Healthcare Insurance Website LinkedIn All Job Openings Manager of Professional Services responsible for client management in a healthcare organization. Leading project implementations and ensuring superior service delivery to healthcare clients. 🏢🏡 Pune – Hybrid 🔥 Funding within the last year 💰 $75M Post-IPO Debt - Veradigm on 2025-06 ⏰ Full Time 🟠 Senior 🔴 Lead 👔 Manager IS Manager 🕒 Yesterday Veradigm® 1001 - 5000 ☁️ SaaS 🤝 B2B ⚕️ Healthcare Insurance Website LinkedIn All Job Openings Manage a team responsible for supporting employees with IS software and hardware issues. Deliver leadership and guidance aligning with Veradigm’s mission to transform healthcare. 🏢🏡 Pune – Hybrid 🔥 Funding within the last year 💰 $75M Post-IPO Debt - Veradigm on 2025-06 ⏰ Full Time 🟠 Senior 🔴 Lead 👔 Manager Manager 🕒 Yesterday EXL 10,000+ employees Website LinkedIn All Job Openings Senior Data Modeler responsible for designing analytical data models in Hadoop-based platforms at EXL. Collaborating with data architects to support large-scale enterprise data ecosystems. 🏢🏡 Pune – Hybrid 💰 $2M Venture Round on 2015-01 ⏰ Full Time 🟠 Senior 🔴 Lead 👔 Manager Senior Manager, Enterprise Systems 🕒 3 days ago iCert Global 51 - 200 📚 Education ☁️ SaaS 🤝 B2B Website LinkedIn All Job Openings Senior Manager/Director at Icertis driving innovation in Enterprise Systems with a focus on AI and finance technology. Leading a team and managing systems integration. 🏢🏡 Pune – Hybrid ⏰ Full Time 🟠 Senior 👔 Manager Manager, Strategic Forecasting 🕒 4 days ago MSD 10,000+ employees 🧬 Biotechnology 💊 Pharmaceuticals ⚕️ Healthcare Insurance Website LinkedIn All Job Openings Manage Strategic Forecasting for pharmaceutical analytics. Deliver forecasts and analytical solutions for therapy areas while enhancing existing capabilities. 🏢🏡 Pune – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

IT Service Desk operationsincident managementrequest fulfilmentknowledge article creationprocess optimisationfirst-time fix improvementsITILKnowledge-Centered Service (KCS)ServiceNowcontinuous improvement

Soft Skills

customer servicestakeholder communicationteam leadershipmentoringcoachingmultitaskingprioritisationworking under pressurecollaborationfeedback