IT Support Operations Director

1 week ago

Coimbatore, Tamil Nadu, India beBeeleader Full time ₹ 18,00,000 - ₹ 21,00,000
Service Desk Manager Position

The IT Service Desk is a crucial function in delivering high-quality, scalable, and user-centric support. Our goal is to transform the Service Desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

We're seeking a leader who can partner closely with peer managers to deliver a seamless end-to-end support experience. The successful candidate will be responsible for service delivery performance, team development, tool and process adoption, and advancing the maturity of the Service Desk in alignment with our mission of smarter staffing, faster service, and better 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, etc.)
  • 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
  • Partner with Service Excellence to identify process gaps and implement quality assurance practices
  • Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy

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

Preferred Qualifications:

  • Experience with ITSM platforms and knowledge management frameworks
  • ITIL Foundation certification or higher-level ITIL training
  • Exposure to transformation efforts such as shift-left, automation, or tiered support models

Work Environment & Shift Expectations:

  • Accountable for end-to-end Service Desk operations
  • Expected to serve as a visible leader, actively engaging with staff, escalating issues, and championing improvement efforts

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