Director of IT Support

1 day ago

Allahabad, Uttar Pradesh, India beBeeLeadership Full time ₹ 20,00,000 - ₹ 30,00,000

IT Support Leadership Role

The ideal candidate for this IT support leadership role will have a proven track record of delivering high-quality, scalable and user-centric support. As the leader of our Service Desk function, you will be responsible for providing strategic and operational guidance to ensure seamless end-to-end support experience.

Key Responsibilities
  • Leadership and Team Management: Manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.
  • Performance Metrics and Reporting: Define, monitor and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement.
  • Ticket Handling and Escalation: Ensure adherence to ticket handling, escalation and documentation standards across all pods and shifts.
  • Incident Management: Serve as the escalation point for major incidents, high-impact tickets or complex service disruptions.

This role reports to the Director of End User Services & Solutions and partners closely with peer Managers to deliver a seamless end-to-end support experience.

Required Qualifications:
  • Leadership Experience: 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams.
  • Service Desk Operations: Proven track record of leading service desk operations in a high-volume, multi-site or global environment.
  • ITSM Knowledge: Deep understanding of ITSM principles, incident/request workflows and performance management metrics.
  • Team Building: Demonstrated ability to build high-performing teams and mentor frontline leaders.

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