Assistant Manager – Technical Service Desk Job in Chennai | Deloitte India Careers 2025
Career Opportunity: Assistant Manager – Technical Service Desk | Deloitte India | Chennai
Location: Chennai, Tamil Nadu, India
Experience: 11–14 Years
Requisition Code: 306346
Join Deloitte’s AI & Engineering Team
Deloitte India invites seasoned IT professionals to apply for the role of Assistant Manager – Technical Service Desk in Chennai. As part of Deloitte’s innovative AI & Engineering division, you will play a pivotal role in managing service desk operations while contributing to the transformation of technology platforms and operations that impact clients globally.
Role Overview
This position is tailored for experienced professionals with in-depth knowledge of IT service desk operations, project management, and technical support best practices. The Assistant Manager will oversee multiple projects and workstreams, provide leadership, and contribute to policy development. In this capacity, you will supervise and mentor Team Leads, offer feedback for performance reviews, and support business goals through efficient service delivery.
Key Responsibilities
1. Service Delivery & Operations
- Lead operations in a 24×7 support model with a customer-first mindset.
- Exhibit strong technical expertise and analytical troubleshooting abilities.
- Independently handle service delivery across multiple clients and multicultural business settings.
- Oversee team scheduling, ensure adherence to service-level agreements (SLAs), and track essential performance indicators.
- Conduct performance monitoring and provide regular analysis and improvement plans.
- Organize and lead weekly team meetings, feedback sessions, and one-on-one coaching.
- Manage leave schedules, resource availability, and skill enhancement initiatives.
- Encourage compliance with company policies and ensure all team members consistently follow established organizational guidelines.
- Facilitate staffing, recruitment, and onboarding processes.
2. Quality Assurance and Continuous Improvement
- Establish performance baselines and implement measurable quality metrics.
- Administer monthly incentive programs and track team deliverables.
- Monitor client satisfaction (CSAT), handle escalation reports, and evaluate service tickets.
- Provide leadership with regular updates on service levels and suggest optimization strategies.
- Initiate and drive proactive measures to prevent recurring issues.
3. People Management & Leadership
- Mentor and coach junior professionals; represent team members during appraisals.
- Foster ongoing professional development and support the sharing of knowledge and best practices within the team.
- Drive status reporting, compliance processes, and quality improvements within the project.
- Encourage collaboration, innovation, and high-performance culture.
Required Qualifications & Experience
- Bachelor’s degree in any discipline (graduate degree mandatory).
- 11 to 14 years of experience in IT support and project management.
- Prior experience leading IT service desks in a global business environment.
Certifications & Technical Skills
- ITIL certification or strong familiarity with ITIL framework.
- Training or certification in project management methodologies.
- Proficient in using ITSM platforms such as ServiceNow or JIRA.
- Skilled in data analysis using reporting tools and MS Office (Excel, Word, PowerPoint).
- Understanding of latest networking trends and enterprise technologies.
- Exposure to ISO/CMMI Level 3 practices is an added advantage.
- Familiarity with configuration and asset management processes.
Industry Knowledge
- Well-versed in industry-specific service desk environments such as:
- Healthcare & Life Sciences
- Telecommunications
- Financial Services
- Semiconductor & Tech Industries
Core Competencies & Soft Skills
- Exceptional time management, particularly in high-pressure or emergency scenarios.
- Strong interpersonal skills with a business-oriented communication style.
- Demonstrated expertise in leading teams, providing mentorship, and managing performance effectively to drive results.
- Ability to resolve complex issues and escalate when necessary.
- Effective decision-making and stakeholder engagement.
Life at Deloitte
Purpose-Driven Culture
At Deloitte, we strive to make a meaningful impact on our clients, people, and communities. Our purpose drives how we operate and reflects our commitment to delivering measurable value.
Inclusive Work Environment
We embrace individuality and value diverse perspectives. At Deloitte, you’ll work in an inclusive setting that encourages authenticity, creativity, and collaboration across global teams.
Professional Growth
We support individual growth through continuous learning, networking, and mentorship. Deloitte University (DU): The Leadership Center in India, situated in Hyderabad, is a premier learning facility that empowers professionals with the leadership skills needed to excel in today’s fast-paced environment.
Employee Benefits
Deloitte offers a comprehensive set of rewards, including:
- Mental and physical well-being programs
- Financial wellness tools and assistance
- Flexible work arrangements
- Volunteer opportunities and corporate social responsibility (CSR) initiatives
Recruitment Tips
To increase your chances of selection:
- Craft a customized resume that highlights your leadership experience in technical support.
- Prepare to discuss past projects, client interactions, and results in a service delivery context.
- Demonstrate your problem-solving approach and readiness to adapt in fast-paced environments.
Apply Today
If you are an experienced professional with a passion for service excellence, technology operations, and team leadership, this opportunity is for you. Apply now for the position of Assistant Manager – Technical Service Desk at Deloitte India and join a world-class organization that values purpose, inclusion, and innovation.
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