Chief Technology Officer

2 days ago

Kozhikode, Kerala, India beBeeLeadership Full time ₹ 12,43,250 - ₹ 15,78,235
Job Title:

IT Support Director

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The IT Service Desk is a critical function that provides 24/7 support to our global organization. As the IT Support Director, you will oversee this function and ensure that it operates efficiently and effectively.

You will be responsible for leading a team of supervisors and frontline agents, managing service delivery performance, and developing key performance indicators (KPIs) to drive accountability and improvement.

Key Responsibilities:

  • Provide strategic leadership for the entire Service Desk function, covering global 24/7 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 KPIs to drive accountability and improvement
  • 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 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 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

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