Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Manager – Global Service Desk

We are seeking a highly skilled and experienced Global Service Desk Manager with strong technical expertise to lead and manage our worldwide IT service desk operations. The ideal candidate will ensure seamless IT support across multiple locations, enhance service delivery, and drive continuous improvement while maintaining high levels of customer satisfaction.
Responsibilities:
Service Desk Management:
• Collaborate on policies and standard operating procedures with IT Managers
• Oversee and manage global IT service desk operations, ensuring timely and efficient resolution of IT issues.
• Analyze performance of Service Desk activities to identify any problem areas
• Appraise Service Desk Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
• Manage and coordinate the escalation urgent and complicated support issues to the correct IT teams
• Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity
• Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Build operational capability
• Maintain alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects
• Understanding of the scope of Service Desk, including relationship of services to each other, to projects, to services and offerings of other business units
• Develop and implement ITIL-based service management processes to enhance service quality.
• Establish and track key performance indicators (KPIs) and service level agreements (SLAs).
• Lead and mentor a team of service desk analysts and technicians across regions
• Ensure a 24/7 support model with effective shift planning, escalation management, and coverage.
• Collaborate with IT infrastructure and application teams to diagnose and resolve complex technical issues.
• Implement automation and AI-driven solutions to improve efficiency in incident and request handling.
• Ensure proper documentation and knowledge base management to enhance troubleshooting processes.
Continuous Improvement Strategy:
• Analyze service desk performance metrics to identify areas for improvement.
• Drive IT service management (ITSM) best practices to enhance efficiency and user experience.
• Work closely with business stakeholders to align IT support with organizational goals.
• Manage IT support tools and platforms, ensuring they meet operational requirements.
Stakeholder Vendor Management:
• Act as the primary point of contact for service-related escalations and executive reporting.
• Maintain strong relationships with internal departments, IT teams, and external vendors.
Qualifications we seek in you
Minimum Qualifications / Skills
• Education: Bachelor’s or Master’s degree in IT, Computer Science, or a related field.
• Experience: Relevant years of experience in IT support and leadership role managing a global service desk.
• Technical Skills: Strong understanding of IT infrastructure, security, and enterprise applications.
• Certifications (Preferred): ITIL, PMP, Microsoft, Cisco.
• Tools Platforms: Experience with ITSM tools (ServiceNow, BMC Remedy etc.), remote support tools, and automation platforms.
• Excellent leadership, communication, and problem-solving abilities.
Preferred Qualifications/ Skills:
• Experience working in multinational organizations with a diverse workforce.
• Strong ability to manage change and drive digital transformation initiatives.
• Ability to work in a high-pressure environment with tight deadlines.
• Work from office.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
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