Service Desk Manager

ABOUT THIS ROLE
We are an AI company building tools for IT service management operations at large enterprises, banks, and IT services companies. Our AI triages incident tickets, classifies change requests, identifies problem patterns from incident histories, and predicts SLA breaches — the same functions that ITSM teams manage daily in Service Now, BMC Remedy, or Jira Service Management. We need ITSM practitioners who have personally managed incident queues, chaired CABs, or run service desk operations and can tell us, from daily experience, whether the AI decisions make operational sense.

WORKFLOWS COVERED
Incident management — P1/P2 major incident handling, escalation, bridge calls, communication, and RCA
Change management — CAB (Change Advisory Board) process, RFC review, change scheduling, emergency change handling
Problem management — recurring incident pattern identification, known error database (KEDB) management, root cause analysis
Service request fulfilment — SLA management, queue prioritisation, fulfilment workflows
CMDB (Configuration Management Database) — asset discovery, relationship mapping, CMDB accuracy governance

WHAT YOU WILL DO
Share how IT service management works in practice — incident handling, change governance, problem management, and service desk operations as they actually function in large organisations
Review ITSM process designs, workflow documentation, or incident and change outputs and tell us where they diverge from real operational realities
Help us understand the practical side of ITSM — the workarounds, the escalation judgements, the CMDB challenges, the CAB dynamics — that documentation never captures
Advise on what good ITSM operations look like based on your experience managing production IT service environments

YOU ARE THE RIGHT FIT IF
Minimum 3 years in ITSM roles — incident management, change management, problem management, or service desk — not just ITIL training
Have personally managed P1 incidents, participated in or coordinated CAB processes, or run a service desk team — not just monitored dashboards
Know your ITSM platform — Service Now, BMC Remedy, Jira Service Management, Fresh service — from configuring and using it daily
Worked at an IT services company such as TCS, Infosys, Wipro, or HCL, a bank, or a large enterprise IT team

NICE TO HAVE
ITIL 4 Managing Professional or ITIL 4 Foundation certification
Service Now CSA (Certified System Administrator) or CIS certification
PMP or PRINCE2 — useful for change and transition management roles

*** Pay - 2,000 – 3,000 per hour