IT Technical Support Manager

14 hours ago

Erode, Tamil Nadu, India beBeeLeadership Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Description The IT Service Desk Supervisor plays a pivotal role in the daily operations of our global Service Desk. This position oversees frontline support to users across the firm, guiding team performance, escalation management, and service delivery standards.

The ideal candidate will possess technical expertise as well as people leadership skills, ensuring our frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support. Core 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 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.
  • 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.
  • Lead by example in customer interactions during peak demand or critical incidents.
  • Support reporting needs by contributing pod-level metrics and performance summaries.
Requirements To be successful in this role, you must have strong leadership and technical skills, including:

- Strong problem-solving and analytical skills
- Excellent communication and interpersonal skills
- Ability to lead cross-functional teams
- Experience with help desk software and technologies

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