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Senior Manager, IT Service Desk

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Avantor

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Location:
India , Coimbatore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a key member of the IT Operations leadership team, reporting to the VP of IT Operations, the Senior Manager of the global IT Service Desk manages an organization of advanced IT teams, consisting of over 50 IT professionals, located throughout the globe. The top priority is to empower associates with exceptional IT support on behalf of all our technology teams. A key success factor is maintaining strong relationships and a positive attitude with both business leaders and IT leaders; influencing their understanding of IT Operations and ensuring our IT services align with their business needs.

Job Responsibility:

  • Manage the Alerting and Scheduling team (Level 0) as they deliver 24x7 enterprise monitoring services
  • first-response capabilities to proactively detect, triage, escalate and coordinate global incidents and events
  • and maintain IT Operations Key Performance Indicator metrics
  • Manage the OneDesk team (Level 1) as they deliver high-quality, customer-focused front-line IT support for associates globally, ensuring timely intake, prioritization, resolution and escalation services
  • drive first-contact resolution and knowledge article creation
  • enforce SLA and KPI adherence
  • and continuously improve the customer experience through automation, AI, and process improvement
  • Manage the Advanced Application Support team (Level 2) as they deliver advanced, business-critical support for our enterprise applications, including production code deployment, configuration changes, data updates, troubleshooting complex application an integration issues, while closely coordinating with development, architecture and other teams to help ensure service stability, operational readiness and continuous improvement
  • Manage service introduction and optimization, coordinating the IT Service Catalog and adding new application service offerings
  • Measure and report SLA monthly actuals for various services via monthly scorecards and propose recommendations to improve service levels
  • Active voting member of the IT Change Approver Board
  • Play a key role in approval/challenge/denial of high-risk changes, expedited changes and overall change quality reviews
  • Control release coordination and increase visibility of the release windows
  • Manage communications to and with business relationship managers, business leaders, and business groups as necessary
  • Perform workload and resource management, conduct and oversee regular and annual personnel reviews, conduct interviews as necessary
  • Conduct daily reviews of metrics on open incidents, requests and tasks
  • Take a lead role in customer satisfaction discussions with business leaders
  • Maintain team performance metrics, produce reports and track work items
  • Oversee and guide the creation and documentation of internal policies, procedures and institutional knowledge
  • Perform other duties as assigned

Requirements:

  • BS in Computer Science, Information Systems, related degree, or equivalent experience is required
  • Three years leadership experience required
  • Five years of experience with change management required
  • Strong understanding of ITIL practices is required, ITIL certification is highly preferred
  • Knowledge of the application support, operational practices and IT policies
  • Knowledge of IT support tools including Monitoring, Incident, Change, Configuration, Problem and Knowledge Management
  • Skilled in general relationship management
  • Skilled in the ability to review, scrutinize and mentor team members in the improvement of root cause analysis and implementation of lessons learned plans
  • Excellent troubleshooting skills
  • Proven customer support experience abilities in delivery of IT services
  • Ability to persuade other IT teams to the viewpoint of our business customers
  • Ability be an on-call escalation point for production support and scheduled off-hours/weekend work if/when required
  • Able to maintain a strong leadership position and composure in difficult situations
  • Desire to focus on and please the customer, ability to understand requests from the customer’s point of view
  • Commitment to high professional and ethical standards in a diverse workplace
  • Self-motivated and flexible

Nice to have:

  • SAP Basis management and SAP HANA experience is a plus
  • Enterprise leadership experience is a plus
  • Industry experience in pharma, life sciences, warehouse and/or manufacturing is a plus
  • Experience with agile development is a plus

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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