IT Operations Team Lead

1 day ago

Anand, Gujarat, India beBeeService Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Overview:

The IT Service Desk Supervisor plays a key leadership role in driving daily operations of our global Service Desk. This position oversees frontline teams delivering 24x7 support to users across the firm, guiding team performance and upholding service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

This position combines technical expertise with people leadership, modeling the culture of ownership, empathy, and relentless improvement.

Key Responsibilities:

  • Lead daily operations for assigned Service Desk Agents and Senior Agents
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence
  • Provide guidance and support on complex or high-impact tickets escalated within your pod
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
  • Conduct performance check-ins and promote professional development through mentoring and feedback
  • Ensure effective onboarding and ramp-up of new hires within your pod

Required Qualifications:

  • 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role
  • Experience managing day-to-day performance and service delivery within a support team
  • Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
  • Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
  • Proven ability to coach, develop, and support frontline staff in a high-volume environment
  • Effective communicator who can lead with clarity, empathy, and accountability

Preferred Qualifications:

  • Experience operating within a pod or team-based support model
  • ITIL Foundation certification or working knowledge of ITIL practices
  • Prior experience in a 24x7 support environment, especially across global time zones

Work Environment & Shift Expectations:

  • Must be available to support rotational shifts as part of a global 24x7 model
  • Responsible for leading and developing your assigned pod, while aligning with broader team strategy

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