Manager IT

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Team:

The Opportunity: 

Job Title: Lead – IT Support Services

Location: India Hyderabad, Onsite (MTIC)
Department: IT Infrastructure & Operations
Reports To: Director, Global Support Services

Role Summary

We are looking for an experienced and results-driven Manager – IT Support Services to establish and lead our global IT Service Desk and Remote Desktop Support operations, based in India.  This role will be critical in building the function from the ground up and ensuring seamless 24/7 support across multiple time zones and languages.  The successful candidate will be responsible for delivering high-quality end-user support, driving continuous improvement, and leading a team of IT professionals to enhance business productivity.

In addition to managing the IT Service Desk and RDS teams, this role will also oversee Onsite Support Services in location, including the management of end-user computing devices, peripherals, and local infrastructure.  You will be responsible for coordinating local IT Field Services, ensuring timely resolution of hardware issues, supporting office IT setup, and maintaining equipment standards and inventory across the site.

The ideal candidate is a strong people leader, a clear communicator, and a strategic thinker with a proven track record of managing global IT support operations.  A solid understanding of desktop and infrastructure technologies is essential, along with a hands-on, can-do approach when the situation calls for it.

Key Responsibilities

• Leadership & Team Management
  • Lead, mentor, and develop a high-performing team of IT Service Desk and Remote Desktop Support professionals.
  • Build a positive, performance-driven team culture with a focus on customer satisfaction and continuous improvement.
  • Drive recruitment, onboarding, training, and performance management for support staff.
• Operational Oversight
  • Ensure reliable 24x7x365 Service Desk operations supporting global users.
  • Oversee Remote Desktop Support delivery for both hardware and software issues, ensuring SLAs and KPIs are consistently met or exceeded.
  • Oversee Onsite Support Services in the MTIC location.
  • Implement ITIL-based practices for Incident, Request, and Knowledge Management.
• Process & Service Improvement
  • Identify and implement process improvements, automation opportunities, and self-service initiatives to improve efficiency and end-user experience.
  • Develop and maintain SOPs, knowledge base articles, and service documentation.
• Stakeholder & Vendor Management
  • Collaborate with cross-functional teams, including Infrastructure, Security, Applications, and regional IT teams to ensure aligned service delivery.
  • Manage relationships with third-party vendors and outsourcing partners, where applicable.
• Reporting & Analytics
  • Produce regular reports and dashboards on service performance, customer satisfaction (CSAT), incident trends, and resource utilization.
  • Present actionable insights and strategic recommendations to senior leadership.

Qualifications & Experience

• Bachelor’s degree in computer science, Information Technology, or a related field.  Master’s degree or MBA is a plus.
• 10+ years of progressive experience in IT Support Services, with at least 5 years in a leadership or senior management role.
• Demonstrated success in managing 24/7 Service Desk operations and offshore support teams.
• Strong knowledge of ITSM tools (e.g., ServiceNow) and ITIL framework (ITIL certification preferred).
• Experience with global support delivery models and remote desktop support technologies.
• Proven experience in managing operational metrics, service reporting, and continuous service improvement.

Key Skills

• Exceptional leadership and people management skills.
• Strong communication and stakeholder engagement skills.
• Analytical and data-driven mindset with excellent report writing abilities.
• Customer-oriented, EUX approach with a commitment to delivering high-quality IT support services.

What Your Impact Will Be: 

What We’re Looking For: 

• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
   

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy