Senior Manager - IT Service Desk Management

We’re looking for a Senior Manager - IT to join Procore’s Product & Technology Team. Procore software solutions aim to improve the lives of everyone in construction, and the people within Product & Technology are the driving force behind our innovative, top-rated global platform. We’re a customer-centric group that encompasses engineering, product, product design and data, security and business systems.

In this Senior Manager - IT role, you’ll partner with Business leaders, Security, Infrastructure, HR, and Finance teams to run seamless End User Operations .

This position reports to the Director - End User Services & ITSM and will be based in our Bangalore office . We’re looking for someone to join us immediately. Apply today to join our team of Groundbreakers.

What you’ll do:

Service Desk Management Operations:

- Own day-to-day operations of the IT Service Desk across L1/L2 support, including incident, request, and escalation management.
- Define, track, and meet SLAs/OLAs and KPIs (first-contact resolution, time to resolve, CSAT/employee experience, backlog health, ticket deflection).
- Manage ITSM processes aligned to ITIL (incident, request, problem, knowledge) and run continuous service improvement.
- Oversee onboarding/offboarding support, endpoint support, access and identity requests, and executive/VIP support.
- Ensure appropriate coverage models (follow-the-sun, shift rosters, on-call) and business continuity for support operations.
- Drive automation across the ticket lifecycle: intelligent routing, auto-resolution, self-service, chatbots/virtual agents, and knowledge-driven deflection.

People Management:

- Lead, coach, and develop a team of managers, team leads, and analysts, including onshore/offshore and vendor-supported teams.
- Own hiring, performance management, career development, succession planning, and engagement.
- Build a culture of accountability, customer focus, and continuous learning. Manage workforce planning, capacity forecasting, and scheduling against demand trends.

Financial Management:

- Own the Service Desk budget, including headcount, tooling, and licensing.
- Prepare forecasts, track variance, and report on cost per ticket and cost-to-serve.
- Manage vendor contracts, SOWs, renewals, and commercial negotiations; drive cost optimization without degrading service quality.
- Build business cases for investments in tooling and automation with clear ROI.

Observability and Proactive Monitoring

- Implement monitoring and analytics across service desk performance, end-user experience, and endpoint/application health.
- Use digital employee experience (DEX) and observability tools to detect issues proactively and reduce inbound ticket volume.
- Build dashboards and reporting for operations, leadership, and business stakeholders.
- Lead major incident management, root-cause analysis, and post-incident reviews.

What we’re looking for:

- Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field, or equivalent experience.
- 12+ years of IT experience, with substantial time in service desk or end-user support operations and at least 5 years in people management.
- Strong working knowledge of ITSM platforms (such as ServiceNow or Jira Service Management) and ITIL practices.
- A customer-focused approach with strong interpersonal and negotiation skills.
- Excellent communication, stakeholder management, and executive reporting skills.