Support Operations Manager

2 weeks ago

Amrāvati, Maharashtra, India beBeeLeadership Full time ₹ 10,00,000 - ₹ 20,00,000
IT Support Team Lead

As an IT Support Team Lead, you will play a pivotal role in the day-to-day operations of our global Service Desk. Your leadership skills and technical expertise will enable you to guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

The ideal candidate will have 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role. They will possess strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting.

A key responsibility will be to lead daily operations for your assigned pod of Service Desk Agents and Senior Agents. You will manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence.

Furthermore, you will provide guidance and support on complex or high-impact tickets escalated within your pod. Monitoring ticket quality, documentation standards, and user communication, you will provide coaching as needed.

You will conduct performance check-ins and promote professional development through mentoring and feedback. Ensuring effective onboarding and ramp-up of new hires within your pod, you will drive adoption of knowledge articles and contribute to continuous improvement of support documentation.

Additionally, you will analyze trends and recurring issues to identify training gaps or process improvement opportunities. Collaborating with peer Supervisors to ensure consistency in service delivery across pods, you will partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths.

Leading by example in customer interactions during peak demand or critical incidents, you will support reporting needs by contributing pod-level metrics and performance summaries.

  • Required Skills and Qualifications:
  • 5+ years of experience in IT support
  • At least 1–2 years in a team lead, senior agent, or supervisory role
  • Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
  • Experience managing day-to-day performance and service delivery within a support team
  • Proven ability to coach, develop, and support frontline staff in a high-volume environment

Preferred Qualifications:

  • Experience operating within a pod or team-based support model
  • ITIL Foundation certification or working knowledge of ITIL practices
  • Prior experience in a 24x7 support environment, especially across global time zones

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