IT Operations Team Lead

1 week ago

agra, India beBeeService Full time

Service Desk ManagerWe are seeking a proactive IT Service Desk professional to oversee and coordinate our overseas operations.This role involves hands-on ticket management, smart routing, and team leadership to ensure timely, efficient, and customer-focused IT support.Ticket Management: Record and log incoming tickets in the ITSM/ticketing system.Queue Monitoring: Monitor and manage the service desk queue in real time.Team Leadership: Assign tickets to the right engineers based on skills, workload, and availability.Routing Logic: Apply smart routing logic (L1→L2→L3 escalation, vendor coordination, or dispatch to onsite).Onsite Support: Make transportation/dispatch decisions for onsite support engineers when required.Team Supervision: Supervise a remote team of Service Desk Engineers (L1/L2).Workload Balance: Balance workloads across the team and provide shift coverage planning.Mentorship: Mentor, coach, and conduct regular performance reviews.Escalation Point: Act as the first point of escalation for complex tickets.SLA Performance: Track SLA performance and ensure timely resolution.Reporting: Produce daily/weekly ticket and performance reports.Problem Management: Highlight recurring incidents for problem management.Process Improvement: Suggest automation and workflow improvements.Customer Communication: Maintain professional and empathetic communication with customers.Escalated Concerns: Handle escalated client concerns and complaints.Client Reviews: Support Service Desk Manager in client-facing SLA/operations reviews.

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