Global IT Support Leader

2 days ago

Ghaziabad, Uttar Pradesh, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 15,00,000

Key Responsibilities:

  • Lead daily operations for a team 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 the pod.
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed.

About This Role:

This position plays a critical leadership role in the daily operations of our global Service Desk. The IT Service Desk Supervisor will guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

The Supervisor helps translate strategy into action, ensuring our frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support. This role blends technical expertise with people leadership, modeling the culture of ownership, empathy, and relentless improvement that underpins our vision.

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.

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