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IT Service Desk Manager, Tier 1

  • Bengaluru
  • Bengaluru


IT Service Desk Manager, Tier 1


You will be responsible for owning and managing the Tier 1 IT Team in Meltwater’s Bangalore Office, reporting to the Global IT Service Desk Manager. You will be responsible for the co-ordination and planning of the wide range of tasks the Tier 1 team are responsible for. Working with the senior IT ServiceDesk team you will help set the IT expectations and work to make this a reality, coordinating effort and resources across the different teams within the IT function.

  • Responsible for the recruitment and training of the Tier 1 IT Team in Meltwater’s Bangalore Office.
  • Ensuring services match the company growth ambitions and will both scale and have high availability for growth
  • Coordinate across the Tier 1 and Tier 2 Service Desk teams to accomplish all assigned projects and tasks.

  • Lead, coordinate and participate in key process improvements

  • Own the management of Meltwater’s 24 x 5 IT Tier 1 Team in the Bangalore Office
  • Partner with the regional IT ServiceDesk Managers and Tier 2 teams for escalations and handovers
  • Manage resource availability and allocation across the 24 x 5 Tier 1 team.
  • Create and maintain comprehensive documentation.

  • Ability to report and escalate to Senior Management as needed.

  • Outstanding customer and client services engagement.
  • Provide mentoring to the team.
  • Responsible for providing detailed monthly program reports
  • Identify, manage and improve KPI’s


  • Bachelor’s degree required, master’s degree preferred with a focus in Information Technology.
  • 3+ years’ experience in Management role.
  • Experience in strategic planning and execution.
  • Effective leadership skills.

  • Solid technical background would be useful with experience in:

  • Microsoft 365
  • Google GSuite
  • Microsoft Azure
  • Cisco & Meraki technologies

  • Intune and Jamf technologies

  • Outstanding client facing and internal communication skills.
  • Excellent written and verbal skills in English.
  • Solid organisation skills including attention to detail and multi-tasking skills.
  • Self-motivated and able to work independently


  • Must have outstanding verbal and written communication skills including ability to effectively communicate with both technical and non-technical staff
  • Strong service-oriented mentality
  • Must work well in teams and independently

  • Strong decision-making skills

  • Continuous improvement and process mindset
  • Strong interpersonal skills with all levels of employees
  • Ability to manage multiple threads keeping complex programs in view considering all outcomes
  • Adaptable and open to changes, working within tight timelines

  • Ability to think outside of the box.

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater builds digital intelligence and marketing solutions for a global client base. All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

Have a look at what life is like at Meltwater. We are more than 1500 people across the globe, so there is a lot going on. To learn even more about who we are and what we do, visit our company profiles on Xing, LinkedIn, Facebook, and Twitter.

Neha Garg | Contact Person

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Meltwater IT

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