IT Service Desk Supervisor chez Polaris

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

As the IT Service Desk Supervisor, you’ll lead the daily operations of the Global Level 1 Service Desk, ensuring consistent, high-quality support across the organization. Your focus will be on driving operational excellence, managing team performance, and fostering a culture of accountability and continuous improvement. You’ll oversee frontline support activities, ensuring service levels and KPIs are met or exceeded. Through proactive leadership and collaboration, you’ll identify opportunities to streamline workflows, improve response times, and enhance the overall user experience. In addition to managing day-to-day operations, you’ll play a key role in developing and refining performance metrics, coaching team members, and aligning support practices with ITIL standards. Your contributions will help shape a responsive, efficient, and user-focused service desk that supports the company’s evolving technological needs.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Regularly monitor KPIs to ensure the Service Desk team is performing in line with established goals and service standards.

• Oversee daily operational effectiveness, including ticket queue and backlog reviews, to maintain high service quality and responsiveness.

• Identify patterns and trends that signal the need for staffing adjustments, process improvements, documentation updates, or escalation paths.

• Embrace automation as a potential solution to reducing the volume of low-value tasks being executed by the team.

• Anticipate changes in workload or resource needs and proactively adjust operations to ensure uninterrupted support.

• Provide hands-on leadership and guidance in resolving complex technical issues, ensuring timely and effective solutions.

• Serve as the go-to contact for team members, offering support, clarity, and escalation assistance when needed.

• Lead onboarding and training for new team members

• Own performance reviews, goals, outcomes and coach staff in both technical and professional development.

• Foster a culture of growth by offering continuous feedback and development opportunities while also holding team accountable in meeting expectations.

• Partner with IT Managers to establish procedures and guidelines that support a well-organized and efficient IT environment.

• Communicate and reinforce team goals, policies, SOPs, job roles, and expectations to ensure alignment and clarity.

• Champion a mindset of continuous improvement, using metrics to track progress and drive enhancements in service delivery.

• Analyze data trends to identify training gaps or process inefficiencies and implement targeted improvements.

• Keep leadership and peers informed with relevant updates to maintain transparency and alignment.

• Ensure compliance with control objectives and deliver actions that uphold high service standards.

• Participate in the On-Call rotation as a Major Incident Manager and contribute to refining the Major Incident process.

• Encourage team members to proactively pursue goals such as training and knowledge sharing to maintain a skilled and informed workforce.

• Lead team meetings and conduct regular one-on-ones to maintain open communication and address concerns promptly.

• Drive change within the Service Desk and influence broader organizational improvements through collaboration and initiative.

• Review customer survey results, initiate follow-ups, and implement remediation plans to address feedback and improve satisfaction.

• Support agents in enhancing their service delivery to ensure a consistently positive customer experience.

SKILLS, KNOWLEDGE & EDUCATION

Core Qualifications

• Bachelor’s degree in Computer Science, Information Management, Business, or equivalent experience.

• 10-12 years of experience in IT, with a strong background in infrastructure and service delivery.

• ITIL Certification, demonstrating a commitment to industry-recognized service management practices.

• Proven ability to collaborate effectively across teams and with global customers.

• Comfortable working independently and within a team environment.

• Strong verbal and written communication skills, with a focus on clarity and professionalism.

• Skilled in problem-solving with a customer-first mindset.

Technical Skills

• Proficient in Windows 10/11, Active Directory, and Office 365.

• Experienced in troubleshooting modern end-user computing issues, including hardware and software.

• Deep knowledge in ServiceNow ITSM.

• Experience using Power BI to perform operational analytics and trend analysis.

• Familiar with IBMi/AS400 and Dynamics 365.

• Demonstrated success supporting a global enterprise environment with over 10,000 users.

• Ability to scale support processes and tools to meet diverse organizational needs.

Leadership & Interpersonal Skills

• Inspiring leader with the ability to motivate and guide a global team.

• Self-starter who takes initiative and embraces new challenges.

• Strong collaborator with a customer-centric approach.

• Adaptable and enthusiastic about change, always striving for excellence.

• Clear and effective communicator, both in writing and presentations.

• Fluent in English, with excellent written and verbal skills.

• Committed to delivering exceptional service and driving continuous improvement.

• Analytical thinker with attention to detail and a structured approach to problem-solving.

• Able to translate complex technical concepts into accessible language for non-technical audiences.

• Skilled in time management and prioritization in fast-paced environments.

WORKING CONDITIONS:

• 24/7 work office environment, standard shift is 2:30 PM IST to 11:30 PM IST.

• Participate in the On-Call rotation as a Major Incident Manager and backup for the team.

• Appropriate technical resources and a professional environment are required for remote work.

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We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE. Apply today!

About Polaris India

As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe.

Polaris India Private Limited is one of the Polaris group subsidiary companies incorporated on 18th Feb 2011. We launched our flagship products including All-Terrain Vehicles (ATVs), Polaris RANGER: RZR® side - by - side and Snowmobiles in India in August 2011. Through our selected product range, we are creating a whole new culture of Off-Road adventure in India. Polaris India has a strong network of 10 dealerships and state of the art Polaris Experience Zones (Off-Road Tracks) to take the off-road riding culture way ahead. We are committed to creating a dynamic work environment where talent thrives, and bold ideas come to life. Join Polaris India, where passion meets innovation! We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. www.polaris.com

How We Hire

Polaris India Private Limited is committed to a policy of equal employment opportunity and does not discriminate in the terms, conditions, or privileges of employment on account of race, age, color, sex, national origin, physical or mental disability, or religion or otherwise as may be prohibited by law.