Hiring: Senior Manager – Helpdesk Process (GCab Program) at MoveInSync

Senior Manager – Helpdesk Process (GCab Program) | MoveInSync

MoveInSync is the global leader in employee commute SaaS, and the GCab Program is one of its most prestigious accounts, specifically dedicated to managing the commute operations for Google.

As the Senior Manager for Helpdesk Process, you aren’t just managing a support desk; you are the architect of the “Employee Experience” for one of the world’s most demanding workforces. You will oversee the daily operations and strategic evolution of the helpdesk, ensuring that Google employees have a friction-free, safe, and reliable commute every single day.

🟢 Role Overview & Impact

This is a high-visibility leadership role that requires a blend of operational excellence and forward-thinking strategy. You will be responsible for the “human interface” of MoveInSync’s technology.

• Strategic Architecture: Develop a helpdesk strategy that mirrors Google’s high standards for speed, empathy, and technical reliability.

• Team Leadership: Mentor a high-performing team of helpdesk representatives, moving beyond “ticket resolution” toward a “customer-centric” culture.

• Tech-Forward Support: Drive innovation by integrating AI and automation into the helpdesk workflow to reduce manual intervention and improve response times.

• Stakeholder Management: Maintain a direct line of communication with Google’s internal teams to align commute solutions with their evolving business goals.

• Operational Integrity: Oversee SLA compliance, risk mitigation, and the continuous refinement of Standard Operating Procedures (SOPs).

📊 Compensation & Benefits (2026)

Based on 2026 market benchmarks for Senior Operations/Helpdesk Leadership in Bangalore:

🎯 Required Skills & Qualifications

• Leadership: Proven experience in managing technical support or helpdesk environments for large-scale enterprise programs.

• Analytical Mindset: Deep proficiency in analyzing KPIs and performance metrics (CSAT, First Response Time, Resolution Rate) to drive process changes.

• Technical Savvy: Expert knowledge of modern ticketing systems (Zendesk, ServiceNow, or internal SaaS tools) and a passion for automation.

• Communication: Exceptional interpersonal skills—you must be comfortable presenting performance data to senior leadership at both MoveInSync and Google.