Technical Support Leadership Specialist

7 days ago

Aligarh, Uttar Pradesh, India beBeeLeadership Full time ₹ 8,00,000 - ₹ 12,00,000

Job Title: Information Technology Support Leadership Role

The role of the IT Service Desk Supervisor is to provide strategic oversight in the daily operations of our global Service Desk. This position offers frontline leadership for a team of technical specialists delivering 24x7 support to users.

This role combines technical expertise with people leadership, modeling the culture of ownership, empathy, and continuous improvement.

Key Responsibilities:
  • Lead daily operations for your assigned pod of technical specialists
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure service level agreement adherence
  • Provide guidance and support on complex or high-impact tickets escalated within your pod
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
  • Conduct performance check-ins and promote professional development through mentoring and feedback
  • Ensure effective onboarding and ramp-up of new hires within your pod
  • 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 leaders to ensure consistency in service delivery across pods
  • Partner with technical teams to streamline escalations and enhance resolution paths
Requirements:
  • 5+ years of experience in IT support, with at least 1–2 years in a technical lead or supervisory role
  • Experience managing day-to-day performance and service delivery within a technical team
  • Strong technical knowledge of enterprise tools and remote troubleshooting
  • Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
  • Proven ability to coach, develop, and support technical 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

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