Global Technical Leader

2 days ago

Udaipur, Rajasthan, India beBeeStrategic Full time ₹ 17,02,720 - ₹ 20,16,800
Technical Leadership Role

We are seeking an exceptional Technical Leadership professional to oversee our global Service Desk operation.

This strategic role will partner with peer managers to deliver a seamless end-to-end support experience.

Key Responsibilities:
  • Provide visionary and operational leadership for the entire Service Desk function, covering global 24x7 support services.
  • Manage and develop a team of supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement.
  • Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts.
  • Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions.
  • Lead workforce planning, shift design, and staffing decisions to support demand and coverage models.
  • Drive the adoption and improvement of ITSM tooling and knowledge management practices.
  • Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment.
  • Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training.
  • Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy.
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels.
Requirements:

The ideal candidate will possess strong technical leadership skills, excellent communication abilities, and experience in managing global teams. Proficiency in ITSM tooling and knowledge management practices is highly desirable.

Experience in workforce planning, shift design, and staffing decisions is also required. The ability to drive organizational change and improve processes is essential for this role.

Benefits:

This role offers a unique opportunity to work in a fast-paced environment and make a significant impact on the organization's success. You will be part of a dynamic team that values innovation, collaboration, and customer satisfaction.

The successful candidate will enjoy a competitive salary package, comprehensive benefits, and opportunities for growth and development.

What We Offer:

At Our Company, we offer a collaborative and inclusive work environment that fosters creativity, innovation, and continuous learning. Our employees enjoy access to cutting-edge technology, training programs, and career advancement opportunities.

Join us in shaping the future of technical leadership and making a meaningful difference in the lives of our customers.

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