Global Support Operations Manager

2 weeks ago

Morādābād, Uttar Pradesh, India beBeeLeader Full time ₹ 1,75,18,400 - ₹ 2,51,17,600

Job Summary:

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The IT Service Desk Manager oversees the global 24x7 Service Desk, ensuring high-quality support for users worldwide. This leader transforms the Service Desk into a proactive support function that minimizes disruption and fosters trust through every interaction.

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Reporting to the Director of End User Services & Solutions, this manager partners closely with peer managers to deliver seamless end-to-end support experiences.

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Core Responsibilities:

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  • Provide strategic leadership for global 24x7 service delivery">
  • Manage a team of supervisors and frontline agents across multiple pods">
  • Define and report on key performance indicators (SLAs, FCR, CSAT)">
  • Ensure adherence to ticket handling and documentation standards">
  • Serve as escalation point for major incidents or complex disruptions">
  • Lead workforce planning and staffing decisions to support demand models">
  • Drive adoption and improvement of ITSM tooling and knowledge management practices">
  • Collaborate with peer managers and infrastructure teams for smooth handoffs and support alignment">
  • Partner with Service Excellence to identify process gaps and implement quality assurance practices">
  • Contribute to the vision of End User Services & Solutions by aligning Service Desk efforts with broader support strategy">
  • Foster a culture of ownership and empathy through coaching and accountability">
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