Global IT Support Manager

15 hours ago

Jamnagar, Gujarat, India beBeeOperations Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Overview

We are seeking an experienced IT Operations Manager to oversee the firm's 24x7 global Service Desk. The successful candidate will be responsible for ensuring high-quality, scalable, and user-centric support, with a focus on transforming the Service Desk into a proactive, outcome-driven support function.

This role requires strong leadership skills, with the ability to build high-performing teams and mentor frontline leaders. The ideal candidate will have a proven track record of leading service desk operations in a high-volume, multi-site or global environment, with experience using reporting and analytics to drive service improvements.

Key Responsibilities:
  • Strategic Leadership: Provide strategic and operational guidance for the entire Service Desk function, covering global 24x7 support.
  • Team Development: Manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.
  • Performance Management: Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement.
  • Ticket Handling: Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts.
  • Incident Management: Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions.
  • Workforce Planning: Lead workforce planning, shift design, and staffing decisions to support demand and coverage models.
  • ITSM Adoption: Drive the adoption and improvement of ITSM tooling and knowledge management practices.
Requirements:
  • Leadership Experience: 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams.
  • Service Desk Experience: Proven track record of leading service desk operations in a high-volume, multi-site or global environment.
  • ITSM Knowledge: Deep understanding of ITSM principles, incident/request workflows, and performance management metrics.
  • Communication Skills: Excellent stakeholder engagement skills with the ability to influence across technical and non-technical teams.

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