IT Support Operations Manager

1 day ago

Jodhpur, India beBeeITServiceDesk Full time

Job Title: IT Service Desk ManagerWe are seeking a highly skilled and experienced IT Service Desk Manager to oversee and coordinate our overseas IT Service Desk operations. This role involves hands-on ticket management, smart ticket routing, and team leadership to ensure timely, efficient, and customer-focused IT support.The IT Service Desk Manager will be responsible for logging, tracking, and assigning tickets, making routing decisions (remote vs. onsite dispatch vs. escalation), and ensuring smooth operations of the service desk. They will also supervise a remote team of Service Desk Engineers and provide coaching, mentoring, and regular performance reviews.This is a fantastic opportunity for an experienced IT professional to take on a leadership role and contribute to the success of our organization.Responsibilities:Ticket Management:Record and log incoming tickets in the ITSM/ticketing system.Monitor and manage the service desk queue in real time.Assign tickets to the right engineers based on skills, workload, and availability.Apply smart routing logic (L1 → L2 → L3 escalation, vendor coordination, or dispatch to onsite).Make transportation/dispatch decisions for onsite support engineers when required.Ensure tickets are updated with proper notes, resolutions, and closure comments.Team Leadership:Supervise a remote team of Service Desk Engineers (L1/L2).Balance workloads across the team and provide shift coverage planning.Mentor, coach, and conduct regular performance reviews.Act as the first point of escalation for complex tickets.Operations & Reporting:Track SLA performance and ensure timely resolution.Produce daily/weekly ticket and performance reports.Highlight recurring incidents for problem management.Suggest automation and workflow improvements.Customer Service:Maintain professional and empathetic communication with customers.Handle escalated client concerns and complaints.Support Service Desk Manager in client-facing SLA/operations reviews.Requirements & Qualifications:4-6 years of IT support/service desk experience.Prior Team Lead / Supervisor experience in IT Service Desk.Strong knowledge of Microsoft 365, Windows/macOS, networking basics, and endpoint tools.Hands-on experience with ITSM/ticketing systems (e.g., Freshservice, ServiceNow, Zendesk).Strong decision-making skills for ticket routing and resource dispatching.Excellent English communication (written & verbal).Benefits:Fully Remote – work from anywhere.Flexible schedule (aligned with UAE business hours).Training & certifications support.Clear growth path toward Service Desk Manager or Service Delivery Manager.

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