IT Operations Support Manager

1 day ago

Vadodara, Gujarat, India beBeeLeadership Full time ₹ 15,40,000 - ₹ 20,25,000
Job Title

The IT Service Desk Supervisor plays a critical leadership role in the daily operations of our global Service Desk. This position provides frontline oversight for a team of agents delivering 24x7 support to users across the firm.

Key responsibilities include leading daily operations, managing shift scheduling and workload balancing, providing guidance and support on complex tickets, and monitoring ticket quality and user communication.

This role blends technical expertise with people leadership, modeling the culture of ownership, empathy, and relentless improvement that underpins our vision.

Core Responsibilities:
  • Lead daily operations for your assigned pod of Service Desk Agents
  • Manage shift scheduling, workload balancing, and real-time queue monitoring
  • Provide guidance and support on complex or high-impact tickets
  • Monitor ticket quality, documentation standards, and user communication
  • Conduct performance check-ins and promote professional development through mentoring and feedback
  • Ensure effective onboarding and ramp-up of new hires within your pod
  • Drive adoption of knowledge articles and contribute to continuous improvement of support documentation
  • Analyze trends and recurring issues to identify training gaps or process improvement opportunities
  • Collaborate with peer Supervisors to ensure consistency in service delivery across pods
  • Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths
Benefits

You will have the opportunity to work with a talented team of professionals, develop your skills and knowledge, and take on new challenges to drive growth and success.

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