Chief Support Operations Manager

2 days ago

Alwar, Rajasthan, India beBeeLeader Full time ₹ 1,80,00,000 - ₹ 2,00,00,000
Job Description

This is an exceptional opportunity to lead a high-performing Service Desk team, driving operational excellence and customer satisfaction.

The successful candidate will be responsible for overseeing the end-to-end Service Desk function, ensuring seamless support delivery across multiple geographies and time zones.

Key responsibilities include:

  • Providing strategic and operational leadership for the Service Desk function
  • Managing and developing a team of Supervisors and frontline agents
  • Defining, monitoring, and reporting on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.)
  • Ensuring adherence to ticket handling, escalation, and documentation standards
  • Serving as the escalation point for major incidents, high-impact tickets, or complex service disruptions

Required Skills and Qualifications

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
  • 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

Benefits

This role offers a unique opportunity to make a meaningful impact on the organization's support strategy and drive business outcomes.

The successful candidate will have the chance to:

  • Contribute to and help execute the vision of End User Services & Solutions
  • Partner with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment
  • Collaborate with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training

Others

A strong leader who can foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels is required. The ideal candidate will be an effective communicator and collaborator with a user-first mindset and executive presence.

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