IT Service Delivery Manager

19 hours ago

Hyderabad, Telangana, India beBeeManagement Full time ₹ 4,00,000 - ₹ 8,00,000

Job Description:

The IT Service Desk Supervisor plays a pivotal role in overseeing the daily operations of our global Service Desk.

You will lead team performance, manage escalation procedures, and ensure service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.


As part of our modern End User Services & Solutions organization, you will help translate strategy into action, ensuring our frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support.

Responsibilities:

  • Lead daily operations for your assigned pod of Service Desk Agents and Senior Agents
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
  • Conduct performance check-ins and promote professional development through mentoring and feedback
  • Analyze trends and recurring issues to identify training gaps or process improvement opportunities
  • Support reporting needs by contributing pod-level metrics and performance summaries

Requirements:

  • 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, 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
  • Experience operating within a pod or team-based support model
  • ITIL Foundation certification or working knowledge of ITIL practices
  • Prior experience in a 24x7 support environment, especially across global time zones
  • Exposure to WFM tools or performance analytics platforms
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