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, Fre...