IT Operations Manager

6 days ago

Hyderabad, Telangana, India beBeeInternational Full time ₹ 20,00,000 - ₹ 27,00,000
Global IT Support Manager

The Global IT Support Manager plays a pivotal leadership role in the daily operations of our international support teams.

The position provides frontline oversight for a team of technical professionals delivering 24x7 support to users worldwide. You will guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

Responsibilities:
  1. Lead daily operations for your assigned global support team and senior agents.
  2. Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence.
  3. Provide guidance and support on complex or high-impact tickets escalated within your team.
  4. Monitor ticket quality, documentation standards, and user communication, providing coaching as needed.
  5. Conduct performance check-ins and promote professional development through mentoring and feedback.
  6. Ensure effective onboarding and ramp-up of new hires within your team.
  7. Drive adoption of knowledge articles and contribute to continuous improvement of support documentation.
  8. Analyze trends and recurring issues to identify training gaps or process improvement opportunities.
  9. Collaborate with peer Supervisors to ensure consistency in service delivery across teams.
  10. Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths.
  11. Lead by example in customer interactions during peak demand or critical incidents.
  12. Support reporting needs by contributing team-level metrics and performance data.
Qualifications:
  • 5+ years of experience in IT support, with at least 12 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.
Environment & Shift Expectations:

Must be available to support rotational shifts as part of a global 24x7 model.

Responsible for leading and developing your assigned global support team, while aligning with broader team strategy.

Expected to actively participate in cross-team collaboration, continuous improvement efforts, and team-wide initiatives.

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