IT Technical Support Manager

2 weeks ago

Malappuram, Kerala, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 20,00,000

Job Summary

This is a pivotal leadership role in the daily operations of our global technical support infrastructure. As an IT Service Desk Manager, you will oversee a team of technical experts delivering 24x7 assistance to users worldwide.

Key responsibilities include guiding team performance, supporting escalation management, and upholding service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

Core Responsibilities

  • Lead day-to-day operations for your assigned group of Technical Support Specialists
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA compliance
  • Provide guidance and support on complex or high-impact tickets escalated within your group
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
  • Conduct regular check-ins and promote professional development through mentoring and feedback
  • Ensure effective onboarding and ramp-up of new hires within your group
  • Drive adoption of knowledge articles and contribute to continuous improvement of support documentation
  • Analyze trends and recurring issues to identify training gaps or process improvement opportunities
  • Collaborate with peer Managers to ensure consistency in service delivery across groups
  • Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths
  • Lead by example in customer interactions during peak demand or critical incidents
  • Support reporting needs by contributing group-level metrics and performance summaries

Required Skills and Qualifications

  • 5+ years of experience in technical support, with at least 1–2 years in a lead, senior specialist, or supervisory role
  • Experience managing day-to-day performance and service delivery within a support team
  • Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
  • Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
  • Proven ability to coach, develop, and support frontline staff in a high-volume environment
  • Effective communicator who can lead with clarity, empathy, and accountability
  • Strong analytical and documentation skills with a focus on measurable outcomes

What We Offer

  • A dynamic work environment with opportunities for growth and development
  • A competitive compensation package, including salary and benefits
  • The chance to make a meaningful impact on our organization's success

About Our Team

We are a leading provider of technology services, dedicated to delivering exceptional support to our customers worldwide. Our team is passionate about innovation, collaboration, and excellence, and we are committed to creating a workplace that values diversity, equity, and inclusion.

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