IT Operations Team Lead

16 hours ago

Varanasi, Uttar Pradesh, India beBeeLeadership Full time ₹ 15,90,000 - ₹ 20,10,000
Job Summary

The IT Service Desk Supervisor role requires a strong leader who can drive frontline operations and manage teams effectively.

This position involves overseeing daily operations, providing guidance on complex tickets, monitoring ticket quality, and promoting professional development through mentoring and feedback.

The ideal candidate will have technical expertise combined with people leadership skills, modeling the culture of ownership, empathy, and relentless improvement.

Key Responsibilities
  • Lead daily operations for assigned pods of 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 or high-impact tickets escalated within pods
  • 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 pods
  • 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

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