Information Technology Operations Manager

1 week ago

Rajahmundry, Andhra Pradesh, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 24,00,000
IT Operations Supervisor

**Job Summary:**

The IT Service Desk supervisor oversees the daily operations of a global service desk, ensuring seamless support to users. This critical leadership role involves frontline oversight for a team of agents delivering 24x7 support.

**Key Responsibilities:

  • Lead daily operations for assigned pod of agents and senior agents
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence
  • Provide guidance and support on complex or high-impact tickets escalated within the pod
  • Monitor ticket quality, documentation standards, and user communication, providing 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

**Required Skills and 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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