IT Operations Manager

2 weeks ago

Mysore, Karnataka, India beBeeLeadership Full time ₹ 1,80,00,000 - ₹ 2,00,00,000
Job Title: Technical Support Manager

An individual in this role oversees the entire request process, ensuring timely and efficient resolution of issues. They are responsible for developing and leading a team of technical support engineers, providing coaching, training, and guidance to ensure their growth and development.

Key Responsibilities:
  • Manage service desk operations 24/7, adhering to SLAs and implementing best practices in ITIL standards.
  • Develop and implement phone/ticket/email escalation processes to facilitate smooth communication within the organization.
  • Lead projects aimed at improving service quality and customer satisfaction, fostering positive relationships with end-users and cross-functional teams.
Required Skills and Qualifications:
  • Graduate in Engineering or Technical discipline with expertise in servers, desktop OS, networking, firewall, Windows AD, domain controllers, hardware, software applications, server maintenance, and more.
  • At least 15 years of total IT experience, with a minimum of 5 years of experience in IT helpdesk/service desk management in an enterprise environment.
  • Strong leadership skills, deep IT troubleshooting knowledge, excellent customer service skills, problem-solving skills, and coordination abilities to work with multiple cross-functional teams.
Benefits:

Maintain up-to-date records and reports on policies, procedures, and compliance requirements, including ISO, HIPAA, and HITRUST standards.

Other Information:

This position requires strong English communication skills (both written and verbal) and a customer-centric approach.

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