IT Support Services Director

3 days ago


Mumbai, Maharashtra, India beBeeOperations Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Senior IT Operations Leader

We are seeking a highly skilled and experienced Senior IT Operations Leader to oversee our global 24x7 Service Desk. The ideal candidate will have a proven track record of leading high-performing teams and driving service improvements through data analysis and process optimization.

The role requires strong leadership skills, excellent stakeholder engagement abilities, and a deep understanding of ITSM principles, incident/request workflows, and performance management metrics. If you are a strategic thinker with excellent communication skills, we encourage you to apply.

About the Role

  • Provide leadership for the entire Service Desk function, covering global 24x7 support
  • Manage and develop a team of Supervisors and frontline agents
  • Define and monitor key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement
  • Serve as the escalation point for major incidents or complex service disruptions

Requirements

  • 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
  • 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

What We Offer

  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels
  • A dynamic and supportive work environment that encourages professional growth and development


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