Advanced Technical Operations Manager

4 days ago

Vadodara, Gujarat, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,20,00,000

At the forefront of innovation, a Senior Technical Support Lead plays a pivotal role in shaping the success of our IT Helpdesk operations. This dynamic individual will lead and guide junior team members, drive results, and foster a collaborative environment that thrives on creativity and continuous learning.

Key Responsibilities
  • Manage and direct the day-to-day activities of the EIT Helpdesk team.
  • Organize shift patterns, conduct performance evaluations, and set/monitor key performance indicators (KPIs).
  • Ensure timely resolution of support requests while maintaining optimal team performance.
  • Maintain high standards of IT service quality with a strong focus on data security, availability, and integrity.
  • Analytically resolve operational issues, implement changes following strict procedures, and draft/maintain technical documentation.
  • Lead and manage Major Incidents, adhering to established processes and procedures.
  • Monitor and respond to escalated incidents within the IT Service Management (ITSM) toolset.
  • Mentor and coach team members on technical and soft skills, promoting professional growth and development.
  • Manage call queues, assist team members as needed, and liaise with internal support teams and third-party providers for case resolution.

We offer a stimulating work environment, opportunities for growth and development, a culture of giving, and a commitment to diversity and inclusion.

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