IT Service Desk Manager

Coursera

. Lead, guide, and mentor a geographically dispersed IT support team .

Posted 11/4/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Desk management, operational excellence, and strategic planning while fostering a collaborative team culture. Proficient in managing KPIs, optimizing resources, and leading employee development initiatives.

Highest-signal resume keywords

ITIL Framework KnowledgeService Desk ManagementKPI Management and MetricsTechnical Support ExperienceLeadership and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportService ManagementProcess OptimizationIncident ResolutionWeb-Based ServicesMac OS ConfigurationWindows 10 TroubleshootingService Management ToolsOrganizational Change ManagementVendor Management

Soft Skills

Strong Communication SkillsCollaborative Team CultureDecision-Making Under PressureCoaching and MentoringPerformance Review Management

Certifications & Qualifications

ITIL 4CompTIA ITOpsHDAA CHDMCOBITPMPSix Sigma

Industry Keywords

IT Service DeskOperational ExcellenceEnd-User ExperienceStrategic IT Budget ManagementDigital Transformation

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead, guide, and mentor a geographically dispersed IT support team
Foster a collaborative and inclusive team culture and ensure a consistent end-user experience
Maintain operational excellence through strategic initiatives, process optimization, and efficiency improvements
Develop and implement efficient IT Service Desk processes
Monitor KPIs for continuous improvement
Ensure timely incident resolution and request fulfillment according to SLAs
Support strategic IT budget management and resource optimization
Participate in strategic planning and organizational objectives
Collaborate with cross-functional teams to improve security, productivity, and execution
Oversee IT Service Desk workflows and projects
Drive global standards, standard operating procedures, user experience enhancements, and digital transformation
Lead employee development programs, performance reviews, coaching, and career-pathing for the Service Desk team

Requirements

What you’ll need

Minimum of 6 years of technical support and service management experience
Minimum of 3–4 years in a supervisory role
Experience managing enterprise support in a large and complex environment
Experience with web-based services and technology
Knowledge of ITIL framework and Service Desk as a Service
Proven ability to make sound decisions under pressure, take calculated risks, and own outcomes
Experience defining, managing, and exceeding support KPIs and metrics including CSAT, TTR, SLAs, and backlogs
Experience leading comprehensive organizational change initiatives
Experience overseeing third-party vendors and service providers
Strong oral and written communication skills
A degree or equivalent experience, preferably in Information Technology
Extensive experience configuring and troubleshooting Mac OS, Windows 10 and higher, and IT tools
Proficiency in service management tools
Technical or leadership certification such as ITIL 4, CompTIA ITOps, HDAA CHDM, COBIT, PMP, or Six Sigma

Benefits

Comp & perks

Choice of working from home, an office, or a collaboration space
Globally distributed team collaboration opportunities
Professional growth and career development opportunities
Employee development programs, coaching, performance reviews, and clear career paths
Reasonable accommodations upon request