Service Desk Operations Manager

2 weeks ago


Meerut, Uttar Pradesh, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 20,10,000
Job Description:

The Technical Support Team Lead is responsible for overseeing the day-to-day technical operations of our customer support desk. This includes managing a team of 15+ members, driving first-time fix and SLA adherence, and being incident commander for P1s.

Key responsibilities include running daily stand-ups, managing queues, priorities, and escalations, as well as coaching L1/L2 on triage, logs, and runbooks.

  • Run daily stand-ups; manage queues, priorities, and escalations (L1→L2→L3).
  • Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s.

Technical Triage & Incident Management

  • Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams.
  • Validate signals from monitoring tools, correlation, and rollback/containment calls.

SLA, Quality & Tooling

  • Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days.
  • Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows.

Knowledge & Prevention

  • Convert solved tickets to KB/runbooks; hit 80% runbook coverage for recurring issues.
  • Raise Problem tickets for chronic incidents; drive RCAs and corrective actions with Infra/Dev.

Customer Communication

  • Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms.
Required Skills and Qualifications:

Must-have skills include hands-on experience with Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.

  • Hands-on: Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
  • Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
  • Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
  • ITIL Foundation (or equivalent exposure).

Nice-to-have skills include tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals.

  • Tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals.
  • Certifications: NSE-1/2, MS-900/SC-900, AWS CCP.


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