IT Support Manager

2 days ago

Ajmer, Rajasthan, India beBeeTechnician Full time ₹ 1,03,92,771 - ₹ 1,24,47,968

Key Objectives:

  • Oversee daily operations for assigned Service Desk Agents and Senior Agents, managing shift scheduling, workload balancing, and real-time queue monitoring to ensure service level agreement compliance.
  • Provide guidance and support on complex or high-impact tickets escalated within the pod.
  • Monitor ticket quality, documentation standards, and user communication, offering coaching as needed.
  • Conduct performance check-ins and promote professional development through mentoring and feedback.
  • Ensure effective onboarding and ramp-up of new hires within the pod.
  • Drive adoption of knowledge articles and contribute to continuous improvement of support documentation.
  • Analyze trends and recurring issues to identify training gaps or process improvement opportunities.
  • Collaborate with peer Supervisors to ensure consistency in service delivery across pods.
  • Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths.

Essential Qualifications:

  • 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role.
  • Experience managing day-to-day performance and service delivery within a support team.
  • 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 who can lead with clarity, empathy, and accountability.
  • Strong analytical and documentation skills with a focus on measurable outcomes.

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