Senior Manager - Service Desk

         

Berkadia Services India Pvt Ltd  

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       Integrity is Everything I We Take the Long View I We believe People Matter I We Stand for Excellence I We Love our Jobs I We Innovate  

 

 

Job title:   Department:   Location:     Senior Manager Service Desk Innovation Technology Due to the responsibilities, this role is required to be onsite within a designated Berkadia office each work day.     Terms:   Full Time – Hybrid work model (subject to Berkadia policy changes). Moderate domestic/international travel required (20-50%) Day Shift (8:00am to 5:00pm) /Split Shift (3:00pm to 12:00am) /Night Shift (6:00pm to 3:00am) /Sunrise Shift (10:00pm to 7:00am)    Working Hours       Reports To

         

The Opportunity 

The Senior Manager – Service Desk role is responsible for the strategic evolution and operational excellence of Berkadia’s Service Desk, leading the transformation from a traditional support model to an AI‑enabled, insight‑driven, self‑service‑first organization. This role owns the reduction of recurring issues, expansion of intelligent automation, and proactive elimination of support demand while ensuring high‑quality support for Berkadia’s global user community.

As a senior leader within Enterprise Technology Services (ETS), this role oversees cross‑regional teams, drives continuous improvement in customer experience, and partners closely with Innovation Technology and business leaders to align service delivery with organizational strategy. Based in India, the Senior Manager serves as a key ETS leader, providing local leadership, strengthening team culture, and representing the organization across India‑based offices.

In this role, individual will be required to work on one or multiple aspects of Innovation verticals with the following key responsibilities –   

 

Primary responsibilities include the following:

• Own the development of the product strategy and vision supported by internal and external analysis.

Service Desk Strategy & Transformation

• Lead the strategic evolution of the Service Desk, with a primary focus on AI enablement, self‑service expansion, intelligent automation, and measurable reduction of support demands.
• Drive proactive problem management and recurring issue elimination through trend analysis, root cause investigation, and cross‑team collaboration.
• Partner with Innovation Technology, ETS, and other stakeholders to identify and implement automation and workflow optimization opportunities that improve efficiency and user experience.

Customer Experience & Stakeholder Leadership

• Build strong, trusted relationships with business leaders and internal customers by developing a deep understanding of business needs and acting as a strategic advisor for workplace technology support.
• Own Service Desk performance outcomes, including customer satisfaction, resolution quality, demand reduction, and adoption of self‑service and automation capabilities.
• Lead customer experience sessions with business units, translate feedback into actionable improvements, and communicate progress and outcomes to leadership.

Operational Excellence & Metrics

• Ensure reliable, secure, and cost‑effective global support across multiple channels (voice, chat, email, and self‑service) through effective oversight of cross‑regional teams.
• Establish and govern Service Desk operating standards, including processes, escalation models, and service level expectations.
• Leverage Service Desk metrics, KPIs, reports and insights to identify risks and opportunities, prioritize corrective actions, and continuously improve service performance and customer outcomes.
• Establish and enforce clear escalation procedures for individual incidents, systemic service issues, and emerging team or organizational risks; ensure timely communication and escalation to appropriate technical leaders, business stakeholders, and executive partners to mitigate impact and enable informed decision‑making.

Team Leadership & Talent Development

• Lead, coach, and develop a high‑performing Service Desk organization, with an emphasis on future‑ready skills such as automation, AI‑assisted support, analytics, and customer experience leadership.
• Evaluate team skill sets, define clear career paths, and implement training and development programs aligned with the evolving Service Desk operating model.
• Serve as a trusted point of contact for employee feedback and concerns, escalating themes and insights to leadership to support continuous improvement.
• Own and continuously improve Service Desk communication standards across voice, chat, and email, ensuring interactions are clear, professional, and effective for a global user base.
• Coach and develop Service Desk staff on spoken communication, active listening, tone, and cultural awareness to improve clarity and confidence in phone and real‑time support interactions.
• Implement targeted training to strengthen written communication skills for chat and email, including clarity, brevity, empathy, and appropriate use of professional language.
• Establish and reinforce communication best practices tailored to each support channel (casual chat, phone, and email) to improve customer understanding, collaboration, and satisfaction.

India Leadership & Representation

• Serve as the senior ETS leader in India, providing local leadership, strengthening team culture, and representing the organization across India‑based offices.
• Foster collaboration across regions and teams while promoting a positive, inclusive, and high‑engagement work environment.
• Other duties as assigned.

 

Preferred Qualifications:

• Proven experience leading global or cross‑regional Service Desk organizations supporting 24x7x365 operations.
• Proven ability to apply AI‑enabled and automation‑driven approaches to modernize Service Desk operations, reduce recurring issues, and shift support toward self‑service and proactive resolution.
• Demonstrated success driving Service Desk transformation, including automation, self‑service adoption, and reduction of recurring issues and service demand.
• Strong ability to use service metrics, trends, and analytics to improve response times, resolution quality, and customer experience.
• Demonstrated strength in leading and developing globally distributed teams, including improving communication effectiveness across cultures and support channels.
• Experience establishing and governing Service Desk standards, escalation models, and performance expectations.
• Familiarity with modern IT Service Management (ITSM) platforms (e.g., FreshService or equivalent).
• Excellent verbal and written communication skills, with the ability to influence frontline teams, business partners, and executive stakeholders.

 

 

QUALIFICATIONS AND SKILLS REQUIRED 

Education & Experience 

• Bachelor’s degree in information technology, Computer Science, or a related field. 

• 7+ years of experience in a similar position

• Experience supporting US & India user bases is preferred. 

 

Perks & Benefits          

 

Berkadia offers the best-in-class benefits to enable an enjoyable work environment for the employees. Key benefits include – 

• Leaves: Berkadia offers a comprehensive leave policy that not only helps you to plan holidays and personal milestones, but also covers exigencies such as sickness and bereavement. 

• Transportation: Berkadia offers free transportation to every employee, irrespective of their shift timings. 

• Medical Insurance: Berkadia has an inclusive medical insurance policy that covers the family members of the employees, including parents. 

• Learn while you Earn: Berkadia encourages employees to learn new skills by sponsoring degrees, certifications, training, and workshops. 

• Wellness: Berkadia has an extensive wellness program that includes annual health check, eye checkup, dental screening, OPD reimbursement, and Employee Assistance Program. 

 

About us 

Berkadia, a joint venture of Berkshire Hathaway and Jefferies Financial Group, is a leader in the commercial real estate industry, offering a robust suite of services to our multifamily and commercial property clients. Powered by deep relationships and industry-changing technology, our people sell, finance, and service commercial real estate, providing support for the entire life cycle of our clients’ assets.                                                            

Berkadia is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, or any other status protected under the law. To learn more about Berkadia, please visit https://berkadia.com/ 

For details about India operations, please visit https://berkadia.com/india/ 

Why us? 

Here At Berkadia, We Believe People Matter. 

In fact, our people are the heart and soul of everything we do. That’s why we employ the top CRE professionals in our industry, and make sure we invest in their personal development and training. With a focus on innovation and insights, we set the bar high – and keep it there – so that we provide best-in-class service for our clients. 

Our culture, or Berkadia Way as we know it, encourages us to truly see people as people, with unique needs, challenges, and objectives. We take this into consideration when working with each other, engaging our clients, and supporting our communities. Thus, instilling a mindset that fosters our shared commitment to self-accountability helps us see our impact on each other and adjust our efforts accordingly. 

   

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties and to assign other duties, as necessary.