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Manager, IT Operations

Sapphire Digital

Sapphire Digital

IT, Operations
Hyderabad, Telangana, India
Posted on Friday, June 14, 2024

Position Title: IT Operations Manager (Service Desk and End User Computing)

Location: Hyderabad, India

Employment Type: Full-Time

Company: Zelis


The IT Operations Manager is responsible for overseeing the IT Service Desk and End User Computing (EUC) functions. This role ensures the efficient operation of IT support services, focusing on delivering high-quality service to end users and maintaining robust, secure, and reliable computing environments.

Key Responsibilities

Leadership and Team Management:

Lead and manage the IT Service Desk and EUC teams, ensuring effective performance and professional growth.

Foster a positive team environment and encourage collaboration and innovation.

Conduct regular performance evaluations, provide constructive feedback, and identify training needs.

Service Desk Management:

Supervise the daily operations of the IT Service Desk, ensuring prompt and accurate resolution of incidents and service requests.

Monitor service desk performance metrics, ensuring adherence to SLAs and KPIs.

Develop and maintain a comprehensive knowledge base to support efficient issue resolution.

End User Computing Management:

Oversee the provisioning, configuration, and maintenance of end user devices, including desktops, laptops, tablets, and smartphones.

Implement and enforce policies for device management, ensuring compliance with security and operational standards.

Manage software deployment, updates, and licensing for end user devices.

Process Improvement and Quality Assurance:

Identify and implement process improvements to enhance the efficiency and effectiveness of IT support services.

Develop and enforce ITIL-based best practices for incident, problem, and change management.

Conduct regular quality assurance checks and audits to ensure service excellence.

Collaboration and Communication:

Collaborate with other IT teams and business units to understand and address their IT support needs.

Communicate effectively with stakeholders, providing regular updates on service desk performance and key initiatives.

Serve as an escalation point for complex issues and ensure timely resolution.

Ensure efficient utilization of resources, including staff, technology, and tools.


Education: Bachelor’s degree in information technology, Computer Science, or a related field. Relevant certifications (ITIL, CompTIA A+, Microsoft Certified Professional, etc.) are advantageous.


Minimum 10+ years of experience in IT operations

Proven experience managing IT service desk and end user computing functions.

Hands-on experience with ITIL or other IT service management frameworks.


Strong leadership and team management skills.

Excellent problem-solving and decision-making abilities.

Effective communication and interpersonal skills.

Proficiency in IT service management tools and end user computing technologies.

Knowledge of industry best practices and trends in IT support and EUC.

Key Competencies

Ability to manage multiple priorities and work under pressure.

Strategic thinking and continuous improvement mindset.

Technical expertise in relevant IT areas (e.g., operating systems, mobile device management, remote support tools).

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.