IT Support Manager Position

2 days ago

Kottayam, Kerala, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 10,10,000
Job Title: Information Technology Support Manager

About the Role:

The IT Service Desk Support Manager plays a critical leadership role in the daily operations of our global Service Desk.

  • This position provides frontline oversight for a team of support specialists delivering 24x7 assistance to users across the organization.
  • You will guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

Main Responsibilities:

  1. Lead daily operations for your assigned team of support specialists
  2. Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure service level agreements are met
  3. Provide guidance and support on complex or high-impact tickets escalated within your team
  4. Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
  5. Conduct performance check-ins and promote professional development through mentoring and feedback
  6. Ensure effective onboarding and ramp-up of new hires within your team
  7. Drive adoption of knowledge articles and contribute to continuous improvement of support documentation
  8. Analyze trends and recurring issues to identify training gaps or process improvement opportunities
  9. Collaborate with peer managers to ensure consistency in service delivery across teams
  10. Partner with other support teams to streamline escalations and enhance resolution paths
  11. Lead by example in customer interactions during peak demand or critical incidents
  12. Support reporting needs by contributing team-level metrics and performance summaries

Requirements:

  • 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
  • Strong analytical and documentation skills with a focus on measurable outcomes

Preferred Qualifications:

  • Experience operating within a 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
  • Exposure to workforce management tools or performance analytics platforms
  • Familiarity with organizational applications

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 team, while aligning with broader team strategy
  • Expected to actively participate in cross-team collaboration, continuous improvement efforts, and team-wide initiatives

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