IT Operations Manager

5 days ago


kollam, India beBeeLeadership Full time

Seeking a seasoned IT Service Desk Leader to oversee our overseas operations. This role involves hands-on ticket management, smart routing decisions, and team leadership.Key Responsibilities:Record and log incoming tickets in the ITSM system.Monitor the service desk queue in real-time.Assign tickets to engineers based on skills, workload, and availability.Apply smart routing logic (L1 → L2 → L3 escalation, vendor coordination).Team LeadershipSupervise a remote team of Service Desk Engineers.Balance workloads across the team and plan shifts.Mentor, coach, and conduct regular performance reviews.Operations & ReportingTrack SLA performance and ensure timely resolution.Produce daily/weekly reports on tickets and performance.Highlight recurring incidents for problem management.Customer ServiceMaintain professional communication with customers.Handle escalated client concerns.Requirements:4–6 years of IT support experience.Prior Team Lead / Supervisor experience in IT Service Desk.Strong knowledge of Microsoft 365, Windows/macOS, networking basics.Hands-on experience with ITSM systems.Benefits:Remote work arrangement.Flexible schedule.Training and certifications support.


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