Algotale (Car Dekho)- Service Desk Manager

Service Desk Manager Location: Noida Industry: FinTech / BFSI / High-Availability IT Environment Role Overview We are looking for a strategic and hands-on Service Desk Manager to set up, scale, and lead a high-performing Service Desk function from scratch in a mission-critical FinTech/BFSI environment. The role requires strong ITIL-based process ownership, stakeholder management, and operational excellence. Key Responsibilities Establish and manage end-to-end Service Desk operations , including SOPs, escalation matrices, and governance frameworks Design, implement, and optimize ITSM ticketing workflows using tools such as Jira, Zendesk, Freshdesk, or ServiceNow Own Incident, Problem, Change, and Crisis Management for business-critical and customer-facing systems Define, track, and improve KPIs, SLAs, CSAT, dashboards, and operational metrics Build and lead a Service Desk team, including agent onboarding, training, performance management, and knowledge management Ensure high availability and quick resolution in 24x7 / high-uptime environments Act as a bridge between Service Desk, Development, QA, and DevOps teams , with strong understanding of SDLC Drive continuous service improvement initiatives aligned with ITIL best practices Manage communication with internal stakeholders and senior leadership during incidents and escalations Required Experience & Skills 10+ years of overall IT experience, with 5+ years in Service Desk / IT Operations leadership roles Strong hands-on experience with ITSM tools : Jira, Zendesk, Freshdesk (ServiceNow is a plus) In-depth knowledge of ITIL v4 frameworks and best practices Proven experience supporting customer-facing, mission-critical systems Strong stakeholder management, communication, and crisis-handling skills Experience working in FinTech, BFSI, or regulated environments is highly preferred

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