IT Operations Coordinator Role

2 days ago


visakhapatnam, India beBeeServiceDesk Full time

Remote IT Service Desk Specialist OpportunityWe are seeking an experienced Remote IT Service Desk Specialist to oversee and coordinate our overseas IT operations.This role involves hands-on ticket management, smart routing, and team leadership to ensure timely, efficient, and customer-focused IT support.Monitor and manage the service desk queue in real timeAssign tickets to the right engineers based on skills, workload, and availabilityApply smart routing logic (L1 → L2 → L3 escalation, vendor coordination, or dispatch to onsite)Make transportation/dispatch decisions for onsite support engineers when requiredEnsure tickets are updated with proper notes, resolutions, and closure commentsTicket & Incident ManagementThe IT Team Leader will log, track, and assign tickets, make routing decisions (remote vs. onsite dispatch vs. escalation), and ensure smooth operations of the service desk.Key Responsibilities:Team Leadership: Supervise a remote team of Service Desk Engineers (L1/L2)Balance workloads across the team and provide shift coverage planningMentor, coach, and conduct regular performance reviewsAct as the first point of escalation for complex ticketsOperations & Reporting:Track SLA performance and ensure timely resolutionProduce daily/weekly ticket and performance reportsHighlight recurring incidents for problem managementSuggest automation and workflow improvementsCustomer Service:Maintain professional and empathetic communication with customersHandle escalated client concerns and complaintsSupport Service Desk Manager in client-facing SLA/operations reviews


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