We are seeking a highly motivated and organized IT Service Desk Manager to join our team based out of Bengaluru, India. In this role, you will have the exciting opportunity to lead a group of talented IT Support Technicians and Specialists, driving them to deliver world-class technical support for Windows and Apple desktops, virtual desktops, systems, applications, networks, and related services to our internal employees

As the IT Service Desk Manager, you will be the driving force behind ensuring our employees receive exceptional technical assistance in a dynamic and fast-paced environment. We are looking for an enthusiastic and motivating team leader who has a proven track record of providing excellent team leadership and customer service skills and thrives on providing high-quality support. Your primary goal will be to maintain a high bar and by ensuring consistent and top-notch technical support while fostering the growth and development of the help desk team.

If you are passionate about delivering exceptional IT services, possess strong leadership qualities, and are energized by the opportunity to contribute to a thriving and collaborative work environment, we would love to hear from you. Join us in this pivotal role and play a key part in providing a seamless and efficient IT support experience for our employees.

 As the IT Service Desk Manager, you will face an array of responsibilities and challenges, including:

• Manage and motivate a team of 5 to 8 tier 1 and tier 2 Bengaluru based IT Support Technicians, who handle various channels of communication such as incident tickets, phone calls, chats, walk-up support, and emails from Wayfair employees seeking technical assistance.
• Perform scheduling for the local IT Support teams to guarantee SLAs are adhered to. 
• Utilize existing Problem Management framework to identify and eliminate recurring tickets.  
• Act as the subject matter expert in IT hardware asset management, overseeing the purchasing and installation of hardware. This includes managing the acquisition, deployment, utilization, tracking, security, and final disposition of IT assets.
• Ensure comprehensive documentation of all support requests in the IT ticketing system, from ticket creation to successful resolution, maintaining accurate records and enabling efficient knowledge transfer.
• Coordinate the resolution of urgent and complex support issues by collaborating with staff and leveraging available IT support team resources.
• Work with the IT support team to establish and enforce proper processes for communication, tracking, and supporting our customers, ensuring efficient and consistent service delivery.
• Act as an escalation point for all requests and incidents, demonstrating your expertise in resolving challenging issues. 
• Build and maintain relationships with local leadership and internal customers.
• Work closely with Business Process Outsourcing (BPO) units in different countries,  ensuring they are supported and can be successful. 
• Support network connectivity tasks such as checking network connections, cabling, and testing network devices such as router, switches, and servers.
• Create and manage reports to provide upper-level management with insights into all aspects of IT technical management, including service level agreements (SLAs) and performance metrics.
• Mentor and foster the growth of your team members by identifying strength areas and training plans to further develop advanced skills, and improvement opportunities and providing guidance on pathways to advancement.

To excel in this role, we seek the following qualifications and skills:

• ITIL certification or solid experience with IT Service/Help Desk operations, supporting a user base of at least 1000 endpoints.
• Experience working with a help desk ticketing system is essential, and knowledge of Service Now is a plus, allowing for efficient management of support requests and documentation.
• Proactive nature, excellent organizational skills, sound business judgment, and exceptional written and verbal English communication skills.
• Solid understanding of Active Directory Users and Groups, JAMF, Virtual Desktop Infrastructure (VDI), and SCCM (System Center Configuration Manager). 
• Advanced knowledge of G Suite products; Gmail, Gmeet, Google Docs, Google Sheets, etc.
• Proficiency in providing hardware support for both Windows and Mac systems, ensuring a comprehensive understanding of the respective ecosystems.
• Experience procuring hardware assets and ensuring proper record of assets in the CMDB. 
• Solid understanding of Networking (WiFi).
• Demonstrated ability to motivate, develop, and direct team members, fostering a positive and growth-oriented work environment.
• Experience working in a fast-paced, cross-functional, and multi-team environment, where adaptability and collaboration are key.
• Capacity to work independently, receiving direction and producing results in a timely manner with minimal oversight.
• Strong prioritization skills, enabling you to meet deadlines while consistently delivering high-quality outcomes.