Service Desk Leadership Role

3 days ago


Aurangabad, Maharashtra, India beBeeLeader Full time ₹ 90,00,000 - ₹ 1,42,50,000
Job Title

This is a pivotal role in transforming the Service Desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

The leader oversees all Service Desk Supervisors and frontline staff across multiple pods, ensuring high-quality, scalable, and user-centric support. They partner closely with peer Managers to deliver a seamless end-to-end support experience.

Key Responsibilities:

  • Provide strategic and operational leadership for the entire Service Desk function.
  • Manage and develop a team of Supervisors and frontline agents across pods.
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging).
  • Ensure adherence to ticket handling, escalation, and documentation standards.
  • Serve as the escalation point for major incidents or complex service disruptions.

Requirements:

  • 8+ years of progressive experience in IT support, with at least 3 years in a leadership role.
  • Proven track record of leading service desk operations in a high-volume, multi-site environment.
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics.

Preferred Qualifications:

  • Experience with ITSM platforms and knowledge management frameworks.
  • ITIL Foundation certification or higher-level ITIL training.


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