Senior Technical Support Leader

3 days ago

Vellore, Tamil Nadu, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

The role of IT Service Desk Manager is a critical one, overseeing the global 24x7 service desk to ensure high-quality support and minimize disruptions. This leader partners with peer managers to deliver a seamless end-to-end support experience.

Key Responsibilities:

  • Provide strategic leadership for the entire Service Desk function, covering global 24x7 support.
  • Manage and develop a team of Supervisors and frontline agents, ensuring consistent service delivery and team engagement.
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement.
  • Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts.
  • Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions.
  • Lead workforce planning, shift design, and staffing decisions to support demand and coverage models.
  • Drive the adoption and improvement of ITSM tooling (e.g., ServiceDesk Plus) and knowledge management practices.
  • Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment.
  • Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training.
  • Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy.
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels.

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, multi-site or global environment.
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics.
  • Demonstrated ability to build high-performing teams and mentor frontline leaders.
  • Strong data and process orientation, with experience using reporting and analytics to drive service improvements.
  • Excellent stakeholder engagement skills with the ability to influence across technical and non-technical teams.

Prioritizing Team Success:

  • Experience with ITSM platforms (ServiceDesk Plus, ServiceNow, etc.) 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.

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