Information Technology Service Desk Manager

Candidates for this position are preferred to be based in Bangalore, India and will be expected to comply with their team's hybrid work schedule requirements. Who We Are: Wayfair runs the largest custom e-commerce large parcel network in the United States, approximately 1.6 million square meters of logistics space. The nature of the network is inherently a highly variable ecosystem that requires flexible, reliable, and resilient systems to operate efficiently. We are seeking a highly motivated Information Technology Service Desk Manager to lead and oversee our IT Service Desk operations. The IT Service Desk Manager will be responsible for ensuring the smooth operation of the service desk, providing exceptional support to our employees, and driving continuous improvement initiatives. What You'll Do: * Manage and lead the IT Service Desk team, including hiring, training, and performance management. * Oversee the day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of IT-related issues. * Develop and implement service desk policies, procedures, and best practices. * Monitor service desk performance metrics and identify areas for improvement. * Ensure the service desk provides excellent customer service and meets or exceeds service level agreements (SLAs). * Collaborate with other IT teams to resolve complex technical issues and implement new technologies. * Manage and maintain the IT service desk knowledge base and documentation. * Stay up-to-date with industry trends and best practices in IT service management. * Act as an escalation point for complex or critical issues. * Manage IT asset management processes. What You'll Need: * Bachelor's degree in Computer Science, Information Technology, or a related field. * Proven experience (5+ years) in IT service desk management or a similar role. * Strong leadership and team management skills. * Excellent communication and interpersonal skills. * Deep understanding of ITIL (Information Technology Infrastructure Library) principles and practices. * Experience with service desk software and ticketing systems. * Ability to analyze data and identify trends to drive continuous improvement. * Strong problem-solving and decision-making skills. * Ability to work in a fast-paced and dynamic environment. * Ability to manage and prioritize multiple tasks simultaneously. * Experience with IT asset management. * Experience with remote desktop support tools. Benefits: Wayfair is committed to providing a comprehensive benefits program that supports the health, well-being, and financial security of our employees. * Health Insurance: Comprehensive medical, dental, and vision coverage. * Paid Time Off: Generous vacation, sick leave, and holidays. * Retirement Plan: 401(k) with company match. * Employee Discounts: Significant discounts on Wayfair products. * Professional Development: Opportunities for training and career growth. * Employee Assistance Program: Access to confidential counseling and support services. Wayfair is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.