Senior Manager – IT Support Services

Company overview: About Estuate

At Estuate, more than 400 uniquely talented people work together, to provide the world with next-generation product engineering and IT enterprise services. We help companies reimagine their business for the digital age.

Incorporated in 2005 in Milpitas (CA), we have grown to become a global organization with a truly global vision. At Estuate, we bring together talent, experience, and technology to meet our customer’s needs. Our ‘Extreme Service’ culture helps us deliver extraordinary results.

Our key to success

We are an ISO-certified organization present across four distinct global geographies. We cater to industry verticals such as BFSI, Healthcare & Pharma, Retail & E-Commerce, and ISVs/Startups, as well as having over 2,000 projects in our portfolio.

Our solution-oriented mindset fuels our offerings, including Digital Platform Engineering, Digital Business Apps, and Digital Security & GRC.

Our culture of oneness

At Estuate, we are committed to fostering an inclusive workplace that welcomes people from diverse social circumstances. Our diverse culture shapes our success stories. Our values unite us. And, our curiosity inspires our creativity. Now, if that sounds like the place you’d like to be, we look forward to hearing more from you.

Currently, we are looking for a Senior Manager – IT Support Services to join our team.

Job Description

• We are looking for an experienced and results-driven Senior Manager – IT Support Services to establish and lead our global IT Service Desk and Remote Desktop Support operations, based in India.
• This role will be critical in building the function from the ground up and ensuring seamless 24/7 support across multiple time zones and languages.
• The successful candidate will be responsible for delivering high-quality end-user support, driving continuous improvement, and leading a team of IT professionals to enhance business productivity.
• In addition to managing the IT Service Desk and RDS teams, this role will also oversee Onsite Support Services in location, including the management of end-user computing devices, peripherals, and local infrastructure.
• Responsible for coordinating local IT Field Services, ensuring timely resolution of hardware issues, supporting office IT setup, and maintaining equipment standards and inventory across the site.
• The ideal candidate is a strong people leader, a clear communicator, and a strategic thinker with a proven track record of managing global IT support operations.
• A solid understanding of desktop and infrastructure technologies is essential, along with a hands-on, can-do approach when the situation calls for it.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a high-performing team of IT Service Desk and Remote Desktop Support professionals.
• Build a positive, performance-driven team culture with a focus on customer satisfaction and continuous improvement.
• Drive recruitment, onboarding, training, and performance management for support staff.

Operational Oversight

• Ensure reliable 24x7x365 Service Desk operations supporting global users.
• Oversee Remote Desktop Support delivery for both hardware and software issues, ensuring SLAs and KPIs are consistently met or exceeded.
• Oversee Onsite Support Services in the MTIC location.
• Implement ITIL-based practices for Incident, Request, and Knowledge Management.

Process & Service Improvement

• Identify and implement process improvements, automation opportunities, and self-service initiatives to improve efficiency and end-user experience.
• Develop and maintain SOPs, knowledge base articles, and service documentation.

Stakeholder & Vendor Management

• Collaborate with cross-functional teams, including Infrastructure, Security, Applications, and regional IT teams to ensure aligned service delivery.
• Manage relationships with third-party vendors and outsourcing partners, where applicable.

Stakeholder & Vendor Engagement

• Collaborate with cross-functional IT teams, including Service Desk, Infrastructure, Security, and Applications.
• Manage relationships with software vendors and strategic partners for tool implementation and support.

Reporting & Analytics

• Produce regular reports and dashboards on service performance, customer satisfaction (CSAT), incident trends, and resource utilization.
• Present actionable insights and strategic recommendations to senior leadership.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field. Master’s degree or MBA is a plus.
• 10+ years of progressive experience in IT Support Services, with at least 5 years in a leadership or senior management role.
• Demonstrated success in managing 24/7 Service Desk operations and offshore support teams.
• Strong knowledge of ITSM tools (e.g., ServiceNow) and ITIL framework (ITIL certification preferred).
• Experience with global support delivery models and remote desktop support technologies.
• Proven experience in managing operational metrics, service reporting, and continuous service improvement.

Key Skills

• Exceptional leadership and people management skills.
• Strong communication and stakeholder engagement skills.
• Analytical and data-driven mindset with excellent report writing abilities.
• Customer-oriented, EUX approach with a commitment to delivering high-quality IT support services.

Our commitment to Equal Opportunity Employment (EOE)

Estuate, Inc. is an equal opportunity employer. Our employment decisions are made on the basis of merit and business needs. We comply with all applicable state & local laws governing non-discrimination in employment at each of our facilities and locations.

Disclaimer