Job Description

Manager: IT Service Desk Support

Job highlights
Bachelor’s degree in IT or related field; 5-8 years of ITSM experience with leadership role; strong understanding of ITIL processes

Oversee IT Service Desk operations, lead team, manage service delivery, and drive continuous improvement initiatives
Job match score

Early Applicant

Key Skills

Location

Work Experience

5 – 8 Years

1 Vacancy

₹ 12-15 Lacs P.A

Navi Mumbai

Hybrid
Must have key skills
Team Management,Technical support,IT Service Desk,Incident Management,Stakeholder Management
Other key skills
Help Desk,User Account Management,ITSM,Reporting,Active Directory,Incident Resolution,Microsoft Outlook,SLA Management
Job description
What you’ll do
About the role:

Manager IT Service Desk Support will oversee day-to-day operations of the IT Service Desk Level 1 support team in Mumbai, ensuring consistent, high-quality, and customer-centric service delivery across voice, chat, email, and self-service channels. This role will drive operational excellence through performance monitoring, issue resolution, and proactive improvement of support processes. He/she will play a key role in knowledge management, automation (Shift-Left), and training initiatives to continuously improve first-contact resolution and end-user experience. He/she will also support onboarding new STADA affiliates / regions to Level1 IT Service Desk in line with expansion of business.

Job Responsibilities:

1. Transition and setup:

Lead the insourcing program from discovery to cutover, including knowledge transfer, parallel run, and stabilization.
Define and implement L1 scope, SLAs/OLAs, shift coverage, escalation matrix, and handoffs to L2/L3.
Configure or refine ITSM workflows (e.g., ServiceNow/Jira SM), categories, routing, automation, and reporting dashboards.
Build runbooks and a KCS-aligned knowledge base to enable first contact resolution.
Establish contact centre/telephony, chat, and self-service capabilities with quality monitoring and reporting.

2. Team Leadership & Operations

Lead, coach, and mentor a team of Service Desk Team to deliver exceptional IT support.
Manage daily shift operations, ensuring adequate coverage, workload balance, and SLA adherence. Ensure professional service delivery across voice, chat, email, and portal channels.
Maintain escalation protocols, VIP user lists, and operational procedures.
Conduct regular performance reviews, feedback sessions, and training needs assessments.
Foster a positive, collaborative work environment aligned with STADA’s values and service excellence culture.

3. Service Delivery Management

Monitor and report on key Service Desk KPIs including FCR, AHT, ASA, CSAT, and backlog trends.
Ensure timely and effective incident logging, classification, escalation, and resolution.
Manage VIP user support, major incidents, and critical issue escalations with professionalism and urgency.
Collaborate with Level 2/Level 3 resolver teams to ensure swift handover and root cause resolution.
Plan & forecast capacity; analyze performance.

4. Performance and Capacity Planning

Forecast ticket volumes and scale staffing accordingly.
Drive ShiftLeft and automation initiatives to improve efficiency.

5. Reporting & Governance

Ensure adherence to ITIL processes (Incident, Request, Problem) and STADA’s internal ITSM policies.
Maintain audit-ready documentation for all support processes and access controls.
Uphold data privacy, DPA, and segregation of duties (SoD) standards across operations.
Publish dashboards for SLRs/XLAs, conduct trend analysis, and prepare SteerCo packs.
Lead service reviews and maintain cadence with stakeholders.

6. Compliance and Process

Ensure ITIL-aligned practices across Incident, Request, Problem, and Major Incident Management.
Interface with Change and Release processes.

7. Continuous Improvement

Support implementation of Shift-Left initiatives, automation, and knowledge base updates.
Identify recurring issues and recommend process or system enhancements to improve efficiency.
Ensure proper knowledge transfer (KT) for new joiners and maintain an updated repository of known errors and solutions.
Participate in service review meetings and contribute to operational improvement plans.

8. Knowledge and Training

Support set-up and implementation of the IT Service Desk in India
Support implementation of Shift-Left initiatives, automation, and knowledge base updates.
Oversee knowledge base quality, coverage, and translation workflows.
Ensure effective knowledge transfer and training completion.

9. Knowledge and Training

Collaborate with L2/L3 teams and third-party vendors.
Enforce OLAs
Risk, security & compliance: uphold DPA/SoD/access controls; ensure auditability and data residency requirements.
Ability and willingness to travel for work to Europe and other regions where STADA operates

Success Metrics (XLAs/SLRs)

First Contact Resolution (FCR)
Average Speed of Answer (ASA) / Abandonment
Average Handling Time (AHT) and RightFirstTime
Bot containment/deflection and knowledge reuse
CSAT/NPS, reopen rate, Major Incident response time
QA pass rate; training completion rate; ShiftLeft scope growth.

Key Competencies Required:

Bachelor’s degree in computer science, Information Technology, or a related field.
5 to 8 years of IT Service Management (ITSM) experience with at least 3 to 5 years in a lead or supervisory role.
Strong understanding of ITIL processes and service delivery governance.
Hands-on experience with ITSM platforms such as ServiceNow, Microsoft Dynamics 365 Customer Service, or equivalent.
Proficiency with Microsoft Teams/Voice, Azure AI tools, and Power BI for reporting is an advantage.
ITIL v4 certification preferred; KCS Practitioner or Lean/Six Sigma a plus.
Excellent communication, interpersonal, and stakeholder management skills.
Customer-focused mindset with strong problem-solving abilities.

Compliance & Ways of Working

Operate within STADA MSA/SOW, ITIL practices, and DPA/privacy controls; maintain audit-ready records and reporting.

Industry type
Pharmaceutical & Life Sciences
Department
IT & Information Security
Role
IT Support – Other
Role category
IT Support
Employment type
Full Time, Permanent
Education
B.Tech/B.E. in Electronics/Telecommunication, Computer Science Engineering, Computer Science and Business System, Information Science, Information Technology, Computer Science, Electronic And Communication Engineering, Computer Engineering, Electronics And Computer Engineering, Computers, Electronics And Instrumentation Engineering, B.Sc in Computer Technology, Information System Management, Computer Science, Electronics, Information Science, IT, MS/M.Sc(Science) in Computers, Electronics, MCA in Computers

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IT Support – Other, Navi Mumbai

About company
STADA is a leading manufacturer of high quality Pharmaceuticals. Its a German MNC, with a long standing heritage rooted in pharmacies. We are perceived as a reliable and trustworthy partner for more than 125 years.

At STADA, we are at the forefront of transforming healthcare through innovative AI and automation solutions. Our vision is to enhance patient outcomes by leveraging cutting-edge technology to streamline processes, drive efficiency, and foster data-driven decision-making. As we embark on this transformative journey, we aim to integrate AI capabilities into our operations, ensuring that our products and services continue to meet the highest standards of quality and accessibility. Join us in shaping the future of healthcare, where automation empowers our teams and AI insights guide our strategic initiatives.

Website
https://www.stada.com/
Headquarters
15th Floor, 1502 A, B, C, Rupa Renaissance, Plot no. D-33 D-207, MIDC Road, Juinagar, Trans Thane Creek Industrial Area, Navi Mumbai, Maharashtra, India
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