Senior Manager - Help Desk Support & Operation

Overview

Job Opening: IT Service Desk Manager

Location: Bengaluru, Karnataka
Job Type: Full-time

About the Role

Wayfair is seeking a highly motivated and organized IT Service Desk Manager to lead our IT Support team in Bengaluru, India. In this pivotal role, you will oversee a talented group of technicians, ensuring the delivery of exceptional technical support for systems, networks, applications, and desktops (Windows & Apple) across a dynamic, fast-paced work environment.

We’re looking for an enthusiastic leader with a proven track record in team management, customer service excellence, and IT support operations. If you thrive in leading teams, enjoy solving complex problems, and are passionate about creating seamless tech experiences for employees, we’d love to hear from you!

Key Responsibilities

• Manage and inspire a team of 5 to 8 Tier 1 and Tier 2 IT Support Technicians handling multiple support channels (incident tickets, calls, chats, walk-ins, and emails).

• Oversee team schedules to meet Service Level Agreements (SLAs).

• Utilize Problem Management frameworks to reduce recurring support issues.

• Lead IT hardware asset management – from procurement to disposal.

• Ensure thorough documentation of all support tickets and maintain accurate knowledge bases.

• Act as an escalation point for complex issues, leveraging team and resources to resolve them.

• Coordinate urgent issue resolution and collaborate with global IT support.

• Support network connectivity checks including routers, switches, and servers.

• Build and maintain strong relationships with internal stakeholders and leadership.

• Collaborate with BPO units across countries to ensure alignment and support.

• Generate performance reports and provide actionable insights to upper management.

• Identify individual strengths, provide training plans, and mentor team members for professional growth.

Key Qualifications & Skills

• ITIL certification or equivalent experience managing IT service/help desks for 1,000+ endpoints.

• Hands-on experience with help desk ticketing systems; ServiceNow knowledge is a plus.

• Excellent organizational, communication, and leadership skills.

• Experience with:

  • Active Directory Users & Groups

  • JAMF

  • VDI (Virtual Desktop Infrastructure)

  • SCCM (System Center Configuration Manager)

  • G Suite (Gmail, Google Docs, Google Sheets, etc.)

• Proficiency in hardware support for both Windows and Mac systems.

• Solid understanding of networking (WiFi) and hardware procurement processes.

• Proven experience leading teams in fast-paced, cross-functional environments.

• Self-starter with strong prioritization and multitasking skills.

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for home products. Our global team—from Boston to Bengaluru—works together to transform how people shop for their homes.

We are proud to be a community of innovators and problem-solvers, committed to growth, diversity, and making an impact. At Wayfair, your voice is valued, your career is nurtured, and your uniqueness is celebrated.

Wayfair is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, age, disability, or any other legally protected status.

For more information on how we process personal data, view our Questions? Contact: dataprotectionofficer@wayfair.com

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