Service Desk Operations Manager

7 days ago

varanasi, India beBeeService Full time

At Whitehats, we're on the lookout for a seasoned IT Service Desk Manager to oversee our overseas operations.This role involves expert ticket management, smart routing decisions, and team leadership to deliver timely, efficient, and customer-focused IT support.The successful candidate will be responsible for logging, tracking, and assigning tickets, making routing decisions (remote vs. onsite dispatch vs. escalation), and ensuring smooth service desk operations.Key Responsibilities:Ticket & Incident ManagementRecord 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 LeadershipSupervise 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 & ReportingTrack 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 ServiceMaintain professional and empathetic communication with customers.Handle escalated client concerns and complaints.Support Service Desk Manager in client-facing SLA/operations reviews.Requirements & QualificationsMust-Have4–6 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).Nice-to-HaveMSP / Managed IT Services background.ITIL Foundation certification.Familiarity with RMM and automation tools.BenefitsFully Remote – work from anywhere.Fexible schedule (aligned with UAE business hours).Training & certifications support.Clear growth path toward Service Desk Manager or Service Delivery Manager.

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