Technical Support Director

2 days ago

Madurai, Tamil Nadu, India beBeeLeadership Full time ₹ 20,00,000 - ₹ 25,00,000

Strategic IT Leadership Role

This is a senior leadership position responsible for overseeing the global Service Desk, ensuring high-quality, scalable, and user-centric support. The role transforms the Service Desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

The ideal candidate will partner closely with peer managers to deliver a seamless end-to-end support experience. Key responsibilities include service delivery performance, team development, tool and process adoption, and advancing the maturity of the Service Desk in alignment with our mission.

  • Provide strategic and operational leadership for the entire Service Desk function, covering global 24x7 support
  • Manage and develop 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
  • Lead workforce planning, shift design, and staffing decisions to support demand and coverage models
  • Drive the adoption and improvement of ITSM tooling (e.g., ServiceDesk Plus) and knowledge management 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 practices, and standardize training
  • Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels
  • Prepare and present performance updates, operational plans, and improvement initiatives to leadership

Requirements

  • 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
  • Strong data and process orientation, with experience using reporting and analytics to drive service improvements
  • Excellent stakeholder engagement skills with the ability to influence across technical and non-technical teams
  • Effective communicator and collaborator with a user-first mindset and executive presence

  • Technical Support Director

    4 days ago

    Madurai, Tamil Nadu, India beBeeSupport Full time ₹ 1,56,36,000 - ₹ 2,39,56,000

    Job Title:Technical Support DirectorAbout Us:We are on a mission to revolutionize post-acute care services.We utilize artificial intelligence (AI) and robotic process automation (RPA) to automate complex tasks, freeing up teams to focus on delivering better patient outcomes.Our team is fast-paced and highly skilled, with industry veterans who have built...

  • Senior Technical Director

    5 days ago

    Madurai, Tamil Nadu, India beBeeSoftware Full time ₹ 2,10,00,000 - ₹ 2,70,00,000

    Job Title: Senior Technical DirectorWe are seeking a highly experienced and skilled Senior Technical Director to lead our technology delivery of large-scale, mission-critical payments and transaction banking platforms.Key Responsibilities:Technical Leadership:Develop and implement technical strategies for the design, architecture, and end-to-end delivery of...

  • Technical Support Specialist

    2 days ago

    Madurai, Tamil Nadu, India beBeeTechnical Full time ₹ 12,00,000 - ₹ 20,00,000

    Technical Support SpecialistOur company seeks an experienced Technical Support Specialist to join its team. The ideal candidate will possess strong technical knowledge and excellent communication skills.Job Description:The Technical Support Specialist will be responsible for providing timely and effective solutions to clients and users. Daily tasks include...

  • Technical Support Specialist

    2 days ago

    Madurai, Tamil Nadu, India beBeeTechnical Full time ₹ 30,00,000 - ₹ 42,00,000

    IT Support Specialist OpportunityWe are seeking a highly motivated and customer-focused IT Support Specialist to deliver exceptional technical support and maintain a stable IT environment.Key Responsibilities:Provide initial technical assistance to end-users, troubleshooting basic technical problems and escalating complex issues as necessary.Log, categorize,...

  • Technical Support Specialist

    1 week ago

    Madurai, Tamil Nadu, India beBeeCustomer Full time ₹ 8,00,000 - ₹ 12,00,000

    Technical Support SpecialistJob Description:We are seeking a skilled and customer-focused individual to provide technical support to our global clients.As a Technical Support Specialist, you will be responsible for resolving queries from international customers via phone, email, or chat, ensuring a high level of customer satisfaction and professionalism.

  • IT Technical Support Specialist

    1 week ago

    Madurai, Tamil Nadu, India beBeeSupport Full time ₹ 8,50,000 - ₹ 12,15,000

    Role OverviewWe are seeking a skilled Technical Support Specialist to provide exceptional customer service and technical assistance.About the PositionThe successful candidate will be responsible for gathering requirements, testing and validation of various applications, and providing support for complex technical issues.Key ResponsibilitiesProvide technical...

  • Technical Support Specialist

    13 hours ago

    Madurai, Tamil Nadu, India beBeeSupport Full time ₹ 47,50,000 - ₹ 60,10,000

    Technical Support Specialist RoleThe Technical Support Specialist is a crucial position in our support team, serving as the primary point of contact for users experiencing technical issues.This role requires handling and owning multiple customer support activities, including receiving incoming calls, chats, emails & tickets to provide end-to-end technical...

  • IT Technical Support Specialist

    3 days ago

    Madurai, Tamil Nadu, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 12,00,000

    Job SummaryWe are seeking a skilled Service Desk Analyst to join our technical support team.The ideal candidate will have experience working with reputed brands, excellent English communication skills, and a strong background in troubleshooting Microsoft 365 and Mac systems.This role involves resolving technical queries for international clients...

  • IT Technical Support Professional

    2 days ago

    Madurai, Tamil Nadu, India beBeeTechnical Full time ₹ 9,00,000 - ₹ 12,00,000

    Job Summary:">This is an exciting opportunity to join our team as an IT Support Specialist. As a key member of the technical support team, you will be responsible for providing exceptional customer service and technical support to clients via remote tools.">Key Responsibilities:">">Provide technical support for Windows and Mac platforms across multiple...

  • Technical Support Expert

    1 week ago

    Madurai, Tamil Nadu, India beBeeSupport Full time ₹ 8,00,000 - ₹ 15,00,000

    Job Title: Technical Support SpecialistWe are seeking an experienced and customer-focused Technical Support Specialist to join our team.About the Role:This is a fantastic opportunity for someone who enjoys helping others, has excellent communication skills, and is passionate about delivering exceptional customer service. As a Technical Support Specialist,...