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