IT Service Delivery Manager

7 days ago

tiruppur, India beBeeService Full time

**Job Summary:**We are seeking a skilled IT Service Desk Manager to oversee and coordinate our overseas IT operations.Main Responsibilities:Ticket & Incident Management:• Record 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 Leadership：• Supervise 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 & Reporting：• Track 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 Service：• Maintain professional and empathetic communication with customers.• Handle escalated client concerns and complaints.• Support Service Desk Manager in client-facing SLA/operations reviews.

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