Manager Information Technology Support Services

Job Title: Lead – IT Support Services

Location: India Hyderabad, Onsite

Role Summary

• We are looking for an experienced and results-driven Manager – IT Support Services to establish and lead our global IT Service Desk and Remote Desktop Support operations, based in India. This role will be critical in building the function from the ground up and ensuring seamless 24/7 support across multiple time zones and languages. The successful candidate will be responsible for delivering high-quality end-user support, driving continuous improvement, and leading a team of IT professionals to enhance business productivity.
• In addition to managing the IT Service Desk and RDS teams, this role will also oversee Onsite Support Services in location, including the management of end-user computing devices, peripherals, and local infrastructure. You will be responsible for coordinating local IT Field Services, ensuring timely resolution of hardware issues, supporting office IT setup, and maintaining equipment standards and inventory across the site.
• The ideal candidate is a strong people leader, a clear communicator, and a strategic thinker with a proven track record of managing global IT support operations. A solid understanding of desktop and infrastructure technologies is essential, along with a hands-on, can-do approach when the situation calls for it.

Qualifications & Experience

• Bachelor’s degree in computer science, Information Technology, or a related field. Master’s degree or MBA is a plus.
• 10+ years of progressive experience in IT Support Services, with at least 5 years in a leadership or senior management role.
• Demonstrated success in managing 24/7 Service Desk operations and offshore support teams.
• Strong knowledge of ITSM tools (e.g., ServiceNow) and ITIL framework (ITIL certification preferred).
• Experience with global support delivery models and remote desktop support technologies.
• Proven experience in managing operational metrics, service reporting, and continuous service improvement.