IT Service Delivery Manager

1 day ago

Anantapur, Andhra Pradesh, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 25,00,000

Job Summary:

This pivotal role oversees daily operations of the global Service Desk, providing frontline leadership for a team delivering 24x7 support to users.

The IT Service Desk Supervisor guides team performance, supports escalation management, and upholds service delivery standards driving faster resolution, better user experiences, and continuous operational improvement.

Main Responsibilities:

  • Lead daily operations for assigned teams ensuring SLA adherence
  • Manage shift scheduling, workload balancing, and real-time queue monitoring
  • Provide guidance on complex tickets and monitor ticket quality, documentation standards
  • Conduct performance check-ins, mentor staff, and promote professional development
  • Ensure effective onboarding of new hires
  • Drive adoption of knowledge articles and contribute to support documentation
  • Analyze trends to identify training gaps or process improvement opportunities
  • Collaborate with peer Supervisors to ensure consistency in service delivery
  • Partner with support teams to streamline escalations and enhance resolution paths
  • Support reporting needs by contributing pod-level metrics and performance summaries

Requirements:

  • 5+ years of experience in IT support, with at least 1–2 years in a team lead or supervisory role
  • Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
  • Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
  • Proven ability to coach, develop, and support frontline staff in a high-volume environment
  • Effective communicator leading with clarity, empathy, and accountability
  • Strong analytical and documentation skills with a focus on measurable outcomes

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