IT Operations Director

2 weeks ago

Anantapur, Andhra Pradesh, India beBeeITLeader Full time ₹ 40,00,000 - ₹ 60,00,000

Job Overview

The IT Service Desk Manager position requires a strategic and operational leader to oversee the full ownership and operational leadership of the firm's 24x7 global Service Desk.

This role transforms the Service Desk into a proactive, outcome-driven support function that enables business productivity and minimizes disruption.

This leader partners closely with peer Managers to deliver a seamless end-to-end support experience.

Key Responsibilities:

  • Provide strategic and operational leadership for the entire Service Desk function
  • Manage and develop a team of Supervisors and frontline agents
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging)
  • Ensure adherence to ticket handling, escalation, and documentation standards
  • Serve as the escalation point for major incidents or complex service disruptions
  • Lead workforce planning, shift design, and staffing decisions
  • Drive the adoption and improvement of ITSM tooling and knowledge management practices
  • Collaborate with peer managers and infrastructure teams to ensure smooth handoffs and support alignment
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders

Requirements

  • 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams
  • Proven track record of leading service desk operations in a high-volume environment
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics
  • Demonstrated ability to build high-performing teams and mentor frontline leaders

Benefits

The successful candidate will have the opportunity to work in a dynamic and fast-paced environment, driving process improvements and supporting business growth. The role offers a competitive salary, excellent benefits package, and opportunities for professional development and career advancement.

This is an exciting opportunity for a motivated and experienced IT professional to take on a challenging leadership role and make a significant impact on our organization.

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