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Manager, Software Engineer – Remote Desktop Support

Engineering ManagerEngineering ManagerFull TimeRemoteLeadTeam 10,001+Since 1979H1B SponsorCompany SiteLinkedIn

Location

India

Posted

2 days ago

Salary

0

Seniority

Lead

Bachelor Degree8 yrs expEnglishITSMServiceNow

Job Description

Manager, Software Engineer – Remote Desktop Support

Gartner

• Serve as the 24x7 escalation point for technical support • Manage and motivate a dynamic team in a fast-paced, 24/7 environment • Maintain strong relationships with stakeholders and produce executive-facing reports and dashboards • Leverage ServiceNow ITSM and analytics tools for incident, problem, change, and asset management • Implement and support security solutions (VPN, Zscaler, Okta MFA, Nexthink) • Drive automation and AI initiatives to streamline IT processes • Lead root cause analysis and resolve high-severity incidents • Communicate effectively with stakeholders through meetings and reports • Conduct deep dives, summarize findings, and articulate operational impacts, risks, and remediation plans.

Job Requirements

  • 8-10 years of experience in the industry
  • At least 1-2 years leading a team of dynamic individuals
  • Bachelor’s degree required; Engineering or relevant technical discipline preferred
  • Strong expertise in Microsoft and Mac platforms
  • Proficiency in ServiceNow ITSM, IT Asset Management, and tools like VPN, Zscaler, Okta MFA, Nexthink
  • Skilled in creating/interpreting reports and dashboards (ServiceNow/PowerBI)
  • Expertise in triaging high-severity incidents/tickets and meeting SLA targets
  • Strong analytics and data-driven decision-making
  • Demonstrated leadership in managing dynamic teams in 24/7 shift environments
  • Solid network and infrastructure fundamentals
  • Collaborative leadership and cross-functional influence within matrixed organizations
  • Fluent in English (written and spoken).

Benefits

  • An upbeat, positive culture.
  • Integrity, objectivity, collaboration, results, and a no-limits mind-set are central to our values.
  • Limitless growth.
  • Encouragement to be innovative and challenge status quo.
  • Exposure to industry leading training and development.
  • Performance-based recognition and rewards.

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