IT Transformation Specialist

7 days ago

Jaipur, Rajasthan, India beBeeLeader Full time ₹ 20,00,000 - ₹ 24,00,000

As a seasoned IT leader, you will play a pivotal role in transforming our Service Desk into a proactive and outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

This high-profile position oversees all Service Desk Supervisors and frontline staff across multiple pods, ensuring high-quality, scalable, and user-centric support. You will partner closely with peer Managers of Endpoint Support, Endpoint Engineering, and Service Excellence to deliver a seamless end-to-end support experience.

Key Responsibilities:

  • Provide strategic and operational leadership for the entire Service Desk function, covering global 24x7 support
  • 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

Critical Qualifications:

  • 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
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics

Leadership Development

As a forward-thinking Manager, you will foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels. This includes preparing and presenting performance updates, operational plans, and improvement initiatives to leadership.

Effective Communication

With your exceptional communication and collaboration skills, you will influence stakeholders across technical and non-technical teams. Your user-first mindset and executive presence make you an effective ambassador for our organization.

Preferred Qualifications:

  • Experience with ITSM platforms and knowledge management frameworks
  • ITIL Foundation certification or higher-level ITIL training

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