Supervisor, It Service Desk

1 day ago

Hyderabad, India Whatjobs IN C2 Full time

Position Summary The IT Service Desk Supervisor plays a critical leadership role in the daily operations of our global Service Desk. This position provides frontline oversight for a team of Tier 1 and Senior Agents delivering 24x7 support to users across the firm. You will guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement. As part of our modern End User Services & Solutions organization, the Supervisor helps translate strategy into action, ensuring our frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support. This role blends technical expertise with people leadership, modeling the culture of ownership, empathy, and relentless improvement that underpins our vision. Core Responsibilities Lead daily operations for your assigned pod of Service Desk Agents and Senior Agents Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence Provide guidance and support on complex or high-impact tickets escalated within your pod Monitor ticket quality, documentation standards, and user communication, providing coaching as needed Conduct performance check-ins and promote professional development through mentoring and feedback Ensure effective onboarding and ramp-up of new hires within your pod Drive adoption of knowledge articles and contribute to continuous improvement of support documentation Analyze trends and recurring issues to identify training gaps or process improvement opportunities Collaborate with peer Supervisors to ensure consistency in service delivery across pods Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths Lead by example in customer interactions during peak demand or critical incidents Support reporting needs by contributing pod-level metrics and performance summaries Required Qualifications : 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role Experience managing day-to-day performance and service delivery within a support team Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent Proven ability to coach, develop, and support frontline staff in a high-volume environment Effective communicator who can lead with clarity, empathy, and accountability Strong analytical and documentation skills with a focus on measurable outcomes Preferred Qualifications : Experience operating within a pod or team-based support model ITIL Foundation certification or working knowledge of ITIL practices Prior experience in a 24x7 support environment, especially across global time zones Exposure to WFM tools or performance analytics platforms Familiarity with firm-specific applications such as CaseWare or CCH Axcess Work Environment & Shift Expectations : Must be available to support rotational shifts as part of a global 24x7 model Responsible for leading and developing your assigned pod, while aligning with broader team strategy Expected to actively participate in cross-pod collaboration, continuous improvement efforts, and team-wide initiatives

  • Service Desk Quality Coach

    2 weeks ago

    Hyderabad, India Unisys Full time

    **We Believe in Better!** We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision. Our associates are at the forefront of everything we do, driving our clients’ successes while giving back...

  • Service Desk Engineer

    1 week ago

    Hyderabad, Telangana, India Mobilution It Systems Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role OverviewJoin our IT Service Desk to support end users over voice, email, and chat for an international (UK) client. You will log and resolve tickets in ServiceNow, provide remote troubleshooting, and ensure clear, professional communication across 24x7 rotational shifts from office. Strong English and stakeholder handling are essential.Required...

  • Front Office Supervisor

    1 day ago

    Hyderabad, Telangana, India Radisson Hotel Group Full time

    Company DescriptionRadisson Hotel Group is a leading international hotel group with a rapidly expanding portfolio of over 1,320 hotels in more than 95 countries across EMEA and APAC. The company operates a variety of standout brands including Radisson Collection, art'otel, Radisson Blu, Radisson, Radisson RED, and more. The Group focuses on delivering...

  • Service Desk Dispatcher

    7 days ago

    Hyderabad, Telangana, India Base8 Inc Full time

    **Who We Are**: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes - ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and...

  • Global Service Desk Manager

    3 days ago

    Hyderabad, Telangana, India IntouchCX Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About the JobThe Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require.The role is a combination of general management, service operations, and special projects. The Service Desk...

  • Service Desk Dispatcher

    3 days ago

    Hyderabad, Telangana, India Base8 Full time US$ 60,000 - US$ 1,00,000 per year

    Job Title: Service Desk Dispatcher - Night Shift JobLocation:Hyderabad (WFO), preferred candidate must be from HyderabadJob Type: Full-timeWho We Are:Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature...

  • Service Desk

    3 days ago

    Lingampally, Hyderabad, Telangana, India 2COMs Full time

    ROLE : SERVICE DESK (Technical Voice Support) - LOCATION : PUNE & BANGALORE INTERVIEW LOCATION : HYDERABAD JOB DESIGNATION : IT service desk JOB DESCRIPTION : Managing one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other...

  • Service Desk

    1 day ago

    Hyderabad, India skylark hr solutions Full time

    Hiring!!! Designation: Service Desk (technical support) Experience: 2+ years to 6 years Work location: Bangalore and Pune Shift: Rotational WFO is mandatory Interview mode: Walkin (face to face) Interview Location: Gachibowli, Hyderabad HR Sneha 9747482314 **Job Types**: Full-time, Regular / Permanent **Salary**: ₹350,000.00 - ₹600,000.00 per...

  • Service Desk Analyst

    1 week ago

    Hyderabad, Telangana, India IntouchCX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About the JobThe Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions. The role will collaborate closely with Tier 1 support and escalate issues as necessary to higher-level support teams....

  • Service Desk Lead

    1 week ago

    Hyderabad, Telangana, India HTC Global Services Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Role: Service Desk LeadLocation: Hyderabad, IndiaWork Mode: Work from Office 5 days a weekShift: 24x7 rotational support (including night shifts aligned to US hours)Experience Required: 5 – 8 years in IT Service Desk/Support, with at least 2 years in a Leadership or Supervisory roleEmployment Type: Full-timeAbout the RoleWe are seeking an experienced...