Service Desk Manager
Pomeroy is hiring a Service Desk Manager to oversee operational support teams. The role requires managing SLA-driven environments, leading coaching initiatives, and driving continuous improvement. Candidates must have extensive experience in IT operations, ITSM toolsets like ServiceNow, and reporting analytics. This is a management-level position focused on service delivery and client relationship management.
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Experience
5+ years
Function
Support
Work mode
Onsite, India
Company
Tier 2
What you will work on
Pomeroy is hiring a Service Desk Manager to oversee operational support teams. The role requires managing SLA-driven environments, leading coaching initiatives, and driving continuous improvement. Candidates must have extensive experience in IT operations, ITSM toolsets like ServiceNow, and reporting analytics. This is a management-level position focused on service delivery and client relationship management.
TAL's take
Solid mid-tier role with clear operational scope, though domain impact is limited by the nature of the company.
Very clear, well-defined operational role within a standard IT support context.
Must haves
- 5+ years of Service Desk, Help Desk, or IT Operations experience
- 2+ years of leadership or management experience
- Strong understanding of ITIL principles
- Experience managing SLA-driven support environments
- Experience with ITSM tools such as ServiceNow, Cherwell, or Ivanti
- Experience with reporting and analytics tools
Tools and skills
About the company
Pomeroy is an established IT services and support provider.