Head of Service Desk – Lead AI-Powered ITSM Transformation in Bangalore (12–20 Yrs Exp)
Head of Service Desk – AI Transformation Leader | Bangalore (12–20 Years of Experience)
Are you a visionary leader with a passion for driving digital transformation through artificial intelligence (AI)? An exciting opportunity awaits an experienced professional to lead and revolutionize service desk operations as the Head of Service Desk in Bangalore. This strategic role requires a dynamic expert with 12 to 20 years of experience in IT Service Management (ITSM), service delivery leadership, and AI integration. The ideal candidate will possess a unique blend of technical acumen and business foresight, capable of designing and executing a future-ready AI roadmap that enhances user experience and operational efficiency.
Role Overview
Position Title: Head of Service Desk
Location: Bangalore
Experience Required: 12–20 Years
Function: Technology
Role: Domain Consultant
Job ID: 370181
Application Deadline: 31-Aug-2025
Qualifications: Bachelor of Technology (B.Tech) or equivalent
Skills: Artificial Intelligence, Genesys, ITIS_Service Desk, NICE
Key Responsibilities
1. AI Strategy & Vision Development
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Lead the AI Transformation Journey:
Spearhead the development and execution of a comprehensive AI roadmap that enhances the overall performance and agility of service desk operations. -
AI-Driven Opportunities:
Identify high-impact opportunities for the integration of AI tools in areas such as incident resolution, request fulfillment, user self-service, and engagement. -
Business Alignment:
Work in close collaboration with C-level IT and business stakeholders to ensure AI strategies are aligned with broader organizational goals and KPIs. -
Innovation Advocacy:
Promote a culture of innovation within the service desk function by introducing forward-thinking concepts and AI-driven service models.
2. Technology Implementation and Integration
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AI Tools Deployment:
Oversee the successful rollout of next-generation AI solutions including chatbots, virtual assistants, natural language processing (NLP) engines, and robotic process automation (RPA) platforms. -
ITSM Platform Integration:
Seamlessly integrate AI capabilities into enterprise service management ecosystems such as ServiceNow Virtual Agent, Microsoft Copilot, and other leading ITSM platforms. -
Data Infrastructure & Training Pipelines:
Ensure the implementation of scalable data pipelines, clean data practices, and model training workflows to support AI and machine learning algorithms effectively. -
Performance Monitoring:
Establish performance metrics and continuously assess AI models for effectiveness, accuracy, and impact on service desk metrics such as resolution time, CSAT, and first contact resolution (FCR).
Desired Skills and Competencies
The Head of Service Desk role demands a multifaceted skill set. The ideal candidate should possess:
1. Technical Expertise
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Hands-on experience with AI platforms, ITSM solutions, and cloud-native technologies.
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Deep understanding of Genesys, NICE, and other contact center and service desk technologies.
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Knowledge of chatbot frameworks, NLP engines, and intelligent ticket classification systems.
2. Leadership & Strategy
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Proven track record in leading large-scale service desk teams or digital transformation projects.
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Proven leadership capabilities with a talent for motivating teams and effectively managing organizational transformation.
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Ability to create roadmaps, define KPIs, and deliver measurable ROI from AI initiatives.
3. Communication & Stakeholder Management
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Skilled in clear communication, with the ability to translate complex AI concepts into simple, actionable insights for non-technical audiences.
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Demonstrated capability in managing cross-functional teams, vendors, and executive stakeholders.
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Ability to influence decision-makers and secure buy-in for innovation-focused initiatives.
Key Objectives of the Role
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Modernize the Service Desk:
Leverage AI to transform the service desk from a reactive support function into a proactive and intelligent digital workplace enabler. -
Enhance User Experience:
Improve response times, personalize support, and increase self-service adoption using AI-powered virtual agents and knowledge management systems. -
Drive Operational Excellence:
Reduce ticket volumes, automate repetitive tasks, and increase service delivery speed by deploying AI at critical touchpoints. -
Optimize Resource Utilization:
Utilize analytics and AI insights to forecast demand, optimize staffing, and ensure high availability of support services.
Why Join Us?
Innovative Culture
Join a forward-thinking technology team that values innovation, agility, and continuous improvement. Be at the forefront of redefining how enterprise IT services are delivered.
Impact-Driven Role
As the Head of Service Desk, your strategic decisions will influence business outcomes, employee productivity, and long-term digital capabilities.
Global Exposure
Work with global teams, business units, and technology leaders. Drive change across regions and experience the dynamic environment of a global tech-driven enterprise.
Career Growth
Enjoy a leadership role with opportunities for vertical growth into IT Strategy, Digital Transformation, or Enterprise Architecture.
Educational Background
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A Bachelor of Technology (B.Tech) degree is required.
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Additional certifications in ITIL, Artificial Intelligence, ServiceNow, or Microsoft technologies would be considered a significant advantage.
Professional Experience
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Possesses 12 to 20 years of advancing experience in IT services, including a minimum of 5 years in a high-level leadership position.
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Demonstrated experience in implementing AI and automation technologies within a service management or technical support environment.
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Background in managing high-volume service desks, call centers, or enterprise support centers using platforms such as Genesys, NICE, or equivalent.
Preferred Certifications
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ITIL v4 Certification
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ServiceNow Certified System Administrator or Implementation Specialist
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Microsoft Certified: Azure AI Engineer Associate or Copilot Specialist
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Certified AI Practitioner or equivalent
Performance Metrics and KPIs
As the Head of Service Desk, your performance will be evaluated based on:
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AI adoption rate across service desk processes
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Improvement in First Call Resolution (FCR) and Mean Time to Resolve (MTTR)
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Increase in user satisfaction (CSAT/NPS scores)
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Reduction in manual ticket handling via intelligent automation
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Cost savings generated through process optimization
Work Location
Bangalore, India
Work in one of India’s most prominent technology hubs, surrounded by innovation, talent, and cutting-edge infrastructure.
How to Apply
Application Deadline: 31st August 2025
Qualified candidates are encouraged to submit their applications promptly to be considered for this strategic leadership opportunity.
Conclusion
This role offers a remarkable opportunity for a senior professional to leave a lasting impact by shaping the future of AI-led service desk operations. If you’re ready to leverage AI to revolutionize service management, drive user satisfaction, and empower business outcomes — this is the role for you.
Take the lead in driving digital service excellence. Apply now and be part of the next frontier in IT support transformation.