Service Desk Manager - Mumbai, India

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Service Desk Manager - Mumbai, India

The IT Service Desk Manager will be based out of our Mumbai office and will be the central point of contact for all IT related issues and requests. As well as being responsible for the day to day running of IT in the India


HH Global is the fastest growing global marketing services group specialising in the execution of print, digital, packaging and point of sale materials. Providing services to brands and retailers, both directly and via their nominated agencies, HH Global delivers a seamlessly integrated customer brand management service and a greater measurable return on marketing investment.

With the largest global infrastructure and offices across Europe, the US, Latin America, the Middle East and Asia-Pacific, HH Global delivers for some of the most successful and challenging brands in the world and are a market leader in the coordinated, leveraged, management of global marketing supply chains for all customer touch points.


Job description

The IT Service Desk Manager will be based out of our Mumbai office and will be the central point of contact for all IT related issues and requests. As well as being responsible for the day to day running of IT in the India, the Service Desk Manager will be responsible for the following:



  • To oversee the IT operation including Service Desk in India

  • To build relationships with existing IT vendors to ensure high levels of service are being met and to drive continuous improvement.

  • Manage the overall desk activities, including the supervisors

  • Act as a further escalation point for the supervisor(s)

  • Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues

  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization

  • Determine root cause of issues and communicate appropriately to internal and external customers.

  • Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development

  • As needed, schedule employees working times and provide backup support.

  • Work to make Service Desk the single source of truth and service delivery channel for IT

  • Oversee Solutions repository and ensure top quality solutions are available to the staff.

  • Develops Service and Business Level Agreements to set expectations and measure performance

  • Develops an effective and workable framework for managing and improving customer IT support in the organization

  • Advise management on situations that may require additional client support or escalation.

  • Review survey feedback to improve services, tools and support experience.

  • Take on a wider customer service role

  • Report to senior managers on any issue that could significantly impact the business

  • Attend Change Advisory Board meetings

  • Take overall responsibility for incident management and request fulfillment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk – e.g. monitoring certain classes of event.

  • Proactively ensure SLAs are achieved and client expectations are met effectively and efficiently

  • Ensure that systems, processes and methodologies are followed to ensure effective monitoring, control and support of front line IT service delivery

  • Manage Service and Operational Level Agreements, reporting on KPIs to include review of current KPI strategies with a view to continuous improvement in these areas

  • Provides regular feedback through the service review meetings on functional and departmental performance and issues arising, which impact on the ability of the department to support the business in its objectives.

  • To provide assistant to the Group Head of IT for the analysis and implementation of the Group IT Strategy and Initiatives

  • Manage the Service Operation utilising ITIL best practices and feedback

  • To provide guidance to the virtual team regarding Service Desk procedures, technical issues, work priorities and service requests

  • Ensuring that appropriate build and configuration documentation is created and updated to support the build and configuration of all PCs, Laptops, Mobiles etc…

  • To be a highly motivated team player with the skills and ability to manage changing priorities.

  • Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.

  • To work within the relevant legislation, policies and procedures.

  • To participate in the Annual Performance Development Review Process.

  • Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility

  • Be willing to travel to other HH offices at various geographic locations.



  • At least 7yrs previous experience of working in an IT Manager/IT Service Desk Manager role for a global organisation.

  • Must have strong sense of professionalism and is comfortable interacting with all levels of the business

  • Knowledge of Service Management Framework such as ITIL

  • ITIL v3 Foundation certified

  • Excellent IT skills and computer literacy

  • Basic network troubleshooting skills.

  • Excellent written and verbal communication skills essential