Zensar Technologies · 17 hours ago
Service Manager WPS - Service Desk
3030 Lyndon B Johnson Freeway, Dallas, TX, 75234, US
Full-time
Onsite
Senior Level, Lead/Staff
12+ years expZensar Technologies is seeking a Service Manager for their Service Desk operations. The role involves ensuring compliance with audit requirements, managing staffing and performance, and driving continuous improvement in ITSM processes.
ConsultingIT ManagementOutsourcingSoftware
Responsibilities
Ensure Service Desk processes meet internal and external audit requirements
Enforce security, compliance, and data privacy standards across all Service Desk activities
Maintain compliance reporting and audit trails for ITSM processes
Maintain adequate staffing for peak loads, holidays, and on-call rotations
Drive continuous skill development (technical and soft skills)
Handle performance management, including underperformance and disciplinary actions
Ensure daily reporting and analysis of past 24-hour performance
Forecast ticket volumes and plan resource capacity
Own Service Desk tools, ticketing systems, and integrations
Own and manage the call management platform, including configuration changes and enhancements
Identify and implement automation/self-service opportunities
Lead Shift-Left/Shift-Right initiatives to reduce ticket volume and improve proactive support
Plan and coordinate tool upgrades and integrations
Drive ITSM process governance for Incident, Request, Problem, and Change Management
Conduct regular reviews and improvements in Knowledge Management processes
Analyze operational data and provide recommendations for process improvement and trend-based actions
Plan, execute, and document DR drills; initiate DR actions during outages
Act as Incident Manager during critical outages, including stakeholder communication
Drive root cause analysis and permanent fixes for recurring issues
Own CSAT metrics and remediation plans
Prepare and present dashboards and service reviews to leadership
Ensure proactive communication during major incidents and outages
Manage Service Desk operational budget and cost optimization
Govern vendor SLAs, contracts, and performance reviews (QBRs)
Drive continuous improvement and process maturity
Collaborate with EUC, Security, Network, and Application teams for seamless service delivery
Ensure Service Desk readiness for change management and releases impacting end-user services
Qualification
Required
Bachelor's degree in IT or equivalent experience
12–15 years in IT with proven Service Desk leadership experience
Strong ITSM knowledge
KPI management
Stakeholder communication
Crisis handling
Preferred
ITIL preferred
Microsoft/VDI certifications a plus
Company
Zensar Technologies
Zensar Technologies is a software company that provides information technology and business process outsourcing services.
10001+ employees
H1B Sponsorship
Zensar Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (195)
2024 (147)
2023 (120)
2022 (195)
2021 (135)
2020 (139)
Funding
Current Stage
Public CompanyTotal Funding
$9MKey Investors
Epiris
2015-10-10Post Ipo Equity
2003-07-09IPO
1997-09-01Private Equity· $9M
Leadership Team
Manish Tandon
CEO & Managing Director
Nagesh Nagineni
Practice Leader and CTO for AES, Data and Analytics Services @Zensar Technologies
Recent News
Business Standard India
2025-10-29
Livemint.com
2025-09-26
Company data provided by crunchbase