Chief Information Technology Services Director

1 day ago

Vadodara, Gujarat, India beBeeOperations Full time ₹ 80,00,000 - ₹ 1,30,00,000
IT Support Operations Manager

The IT Service Desk is a critical component of our organization's service delivery strategy, and the IT Support Operations Manager plays a pivotal role in ensuring its success. This leader is responsible for driving the transformation of the Service Desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

Reporting to the Director of End User Services & Solutions, this manager partners closely with peer leaders to deliver a seamless end-to-end support experience. Key responsibilities include:

  • Leadership and Strategic Planning: Provide strategic and operational leadership for the entire Service Desk function, including service delivery performance, team development, tool and process adoption, and advancing the maturity of the Service Desk in alignment with our mission.
  • Team Management: Manage and develop a team of Supervisors and frontline agents, ensuring they have the skills and resources needed to provide exceptional support to our customers.
  • Performance Metrics and Reporting: Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT) to ensure the Service Desk is meeting or exceeding customer expectations.
  • Quality Assurance and Improvement: Ensure adherence to ticket handling, escalation, and documentation standards, and serve as the escalation point for major incidents or complex service disruptions.

Required 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 environment.
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics.
  • Demonstrated ability to build high-performing teams and mentor frontline leaders.

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