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IT Service Desk Manager (m/f/d)

  • Pune (IND)
  • IT
  • Software Development
  • Fulltime
  • Published: 2025-04-26
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Introducing Thinkproject Platform
 
Pioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies.
By combining information management expertise and in-depth knowledge of the building, infrastructure, and energy industries, Thinkproject empowers customers to efficiently deliver, operate, regenerate, and dispose of their built assets across their entire lifecycle through a Connected Data Ecosystem.

What your day will look like

Responsible for the day to day function of the service team, covering all Thinkproject staff across multiple regions and time zones. Ensure consistent service provision, aligned to ITIL operational processes (Incident, Change, Request, etc). Build a high performing service team, supporting their development, highlighting training opportunities and ensuring that agreed service standards and targets are maintained and necessary KPI/Reports are generated.
 
Main responsibilities: 
·       Ownership of the development and implementation of ITIL processes across the service team.
·       Collaborate with other support groups within ThinkProject and with 3rd party network to ensure seamless customer support experience
·       Day to day management of service operations, ensuring alignment with agreed service levels and ensuring exceptional customer service at all times.
·       Build effective policies, controls and response plans, supporting the organisation’s ISMS and aligned with applicable standards and legislation
·       Regularly monitor, review, and analyse operational and performance-based metrics to determine/recommend opportunities for improvement and/or training initiatives. Produce regular reports for senior management
·       Regularly work with business partners to ensure that operational response processes are accurate and best reflect the needs of the business. Ensure processes are tested regularly.
·       Responsible for the management of policies and procedures related to Service Operation including Starter/Leavers, Incidents, Events, Problem and Change management
·       Act as escalation for technical support when necessary
·       Delivery of work task rotas, shift rota administration and reporting
·       Configuration and administration of team and service management software. Including maintaining core cmdb and service catalog functionality.

What you need to fulfill the role

·       4 years+ experience managing Service Desk teams across a geographically diverse business
·       10 years+ experience in a relevant information technology role
·       Excellent spoken and written English competency
·       Excellent knowledge of ITIL is essential for this role
·       Experience in Halo ITSM or similar ITSM tool is desirable 
·       Knowledge of Windows and Apple environments
·       Knowledge of cloud environments (Azure)

What we offer

Lunch 'n' Learn Sessions I Women's Network I LGBTQIA+ Network I Coffee Chat Roulette I Free English Lessons I Thinkproject Academy I Social Events I Volunteering Activities I Open Forum with Leadership Team (Tp Café) I Hybrid working I Unlimited learning

We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business.

Your contact:

 

Please submit your application, including salary expectations and potential date of entry, by submitting the form on the next page.


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