Senior Support Operations Manager

2 weeks ago

Alleppey, Kerala, India beBeeLeadership Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Overview:

Lead the transformation of our Service Desk into a proactive, outcome-driven support function that fosters business productivity and minimizes disruption.

  • Provide strategic leadership for the entire Service Desk function covering global 24x7 support.
  • Develop and manage a team of Supervisors and frontline agents across pods, 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.
Key Responsibilities:
  • Drive the adoption and improvement of ITSM tooling and knowledge management best 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 processes, and standardize training programs.
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels.

The ideal candidate will possess 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams.

Required Skills and Qualifications:

  • Proven track record of leading service desk operations in high-volume, multi-site, or global environments.
  • 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.

Preferred Skills and Qualifications:

  • Experience with ITSM platforms 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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