Expert IT Operations Leader

4 hours ago

Thoothukudi, Tamil Nadu, India beBeeServicemanagement Full time ₹ 30,00,000 - ₹ 35,00,000
Service Desk Manager Job Description

The Service Desk Manager plays a pivotal role in overseeing the firm's global 24x7 Service Desk operations.

This position is responsible for ensuring high-quality, scalable, and user-centric support across multiple pods.

The Service Desk Manager transforms the Service Desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

Key Responsibilities:
  • Provide strategic and operational leadership for the entire Service Desk function, covering global 24x7 support.
  • Manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.
  • 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.

Required Qualifications:

  • A minimum of 8 years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams.
  • Proven track record of leading service desk operations in a high-volume, multi-site or global environment.
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics.
  • Demonstrated ability to build high-performing teams and mentor frontline leaders.
  • Strong data and process orientation, with experience using reporting and analytics to drive service improvements.
  • Excellent stakeholder engagement skills with the ability to influence across technical and non-technical teams.
  • Effective communicator and collaborator with a user-first mindset and executive presence.

Benefits:

  • Opportunity to lead high-performing teams and drive service excellence.
  • Challenging and dynamic work environment with opportunities for growth and development.
  • Collaborative team culture with a focus on innovation and improvement.

Work Environment & Shift Expectations:

  • Accountable for end-to-end Service Desk operations across geographies and time zones.
  • Expected to serve as a visible leader, actively engaging with staff, escalating issues, and championing improvement efforts.
  • Participates in firmwide initiatives, major incident coordination, and support planning activities.
  • Sets and upholds the standards of excellence and service maturity across all Service Desk operations.
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