Service Desk Director

1 day ago


Mangalore, Karnataka, India beBeeLeadership Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
IT Operations Manager

The IT Operations Manager plays a pivotal role in driving the strategic and tactical direction of our Service Desk. This position oversees all aspects of service desk operations, ensuring seamless delivery of high-quality support to our customers.

  • Main Responsibilities:
  • Lead a team of Supervisors and frontline agents to provide user-centric support
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.)
  • Serve as the escalation point for major incidents or complex service disruptions
  • Develop and implement workforce planning, shift design, and staffing strategies
  • Drive the adoption and improvement of ITSM tooling and knowledge management practices

Requirements:

  • 8+ years of progressive experience in IT support, with at least 3 years in a leadership role
  • Proven track record of leading service desk operations in a high-volume environment
  • Deep understanding of ITSM principles and performance management metrics

We are looking for a seasoned leader who can foster a culture of ownership, empathy, and relentless improvement within our Service Desk team.


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