Track Lead - Process Management, ServiceNow
India
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Job Description
Track Lead - Process Management, ServiceNow
Nagpur, Maharashtra

Job Summary

Job Summary : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks

Key Responsibilities

Job Responsibilities : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks

Skill Requirements

Skill Requirement : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks

Other Requirements

Other Requirement : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Key Sourcing Information :
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.