Visionary IT Strategist

1 day ago

Ajmer, Rajasthan, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Information Technology Manager

This is a high-level management position that oversees the firm's global 24x7 Service Desk.

  • The Information Technology Manager ensures high-quality, scalable, and user-centric support by transforming the Service Desk into a proactive, outcome-driven support function.
Responsibilities:
  • Provide strategic and operational leadership for the entire Service Desk function.
  • Manage and develop a team of Supervisors and frontline agents across pods.
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement.
  • Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts.
  • 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 (e.g., ServiceDesk Plus) 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 & Solutions 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.
  • Prepare and present performance updates, operational plans, and improvement initiatives to leadership.

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