🛠 Tech Stack

💼 About This Role

You'll lead the Pune-based IT Operations and Services team responsible for global end-user support execution and operational consistency. You'll drive SLA performance and cross-time-zone coordination with US leadership. This role offers the chance to build a high-performing service desk in a mission-driven SaaS company.

🎯 What You'll Do

• Lead day-to-day Pune service desk operations and triage discipline
• Own performance against SLAs, backlog aging, and reopen-rate reduction
• Establish queue coverage plans and cross-time-zone baton passes
• Define and enforce ITSM processes for incident and knowledge management

📋 Requirements

• 5+ years in IT support/service delivery
• 1+ year of people leadership or strong lead-level experience
• Working knowledge of macOS, Windows OS, and common SaaS tools
• Experience running service desk processes (incident/request/knowledge)

✨ Nice to Have

• Experience managing AWS environments and supporting R&D
• Familiarity with endpoint tools (Kandji, NinjaOne, SentinelOne)

🎁 Benefits & Perks

• 🏥 Comprehensive healthcare options for individuals and families
• 🏖️ Flexible vacation policy and paid company holidays
• 💼 401(k) with company match
• 👶 Paid parental leave, wellness stipends, and HSA contributions
• 📈 Professional development and growth opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Interview· 60 min