IT Support Operations Manager

4 days ago

nellore, India beBeeITSupport Full time

Job Title: IT Support Operations ManagerWe are seeking a highly skilled and experienced IT Support Operations Manager to oversee our overseas IT Service Desk operations.Key Responsibilities:Manage and coordinate the IT service desk queue in real-time.Assign tickets to the right engineers based on skills, workload, and availability.Maintain accurate records and update tickets with proper notes, resolutions, and closure comments.Leadership and Team Management:Supervise a team of Service Desk Engineers (L1/L2) and provide guidance and support as needed.Develop and implement effective team leadership strategies to ensure smooth operations and high-quality service delivery.Performance Metrics and Reporting:Track key performance indicators (KPIs) such as SLA performance, ticket resolution rates, and customer satisfaction levels.Produce regular reports on team performance and suggest improvements where necessary.Customer Service:Provide exceptional customer service by maintaining professional and empathetic communication with customers.Handle escalated client concerns and complaints in a timely and effective manner.About the Role:This is an exciting opportunity for a motivated and experienced IT professional to join our team and contribute to delivering high-quality IT support services.The ideal candidate will have excellent leadership, communication, and problem-solving skills, as well as experience in managing teams and implementing process improvements.

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