Senior Technical Service Manager

2 weeks ago

Chennai, Tamil Nadu, India beBeetechnical Full time ₹ 1,00,00,000 - ₹ 2,00,00,000

About the Role

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The successful candidate will lead a team of IT professionals to deliver exceptional service desk support. This role is responsible for ensuring timely and effective resolution of technical issues and requests.

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You will monitor ticket quality, deliver actionable feedback, and partner with leadership to improve support standards and customer satisfaction.

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As a skilled IT Service Desk Manager, you will oversee daily service desk and IT operations, providing guidance to your team while playing an active role in coaching, mentoring, and operational oversight and process improvement.

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Key Responsibilities

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  • Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensure optimal performance and professional growth.">
  • Service Management: Oversee daily service desk and IT operations, ensuring timely and effective resolution of technical issues and requests.">
  • Customer Support: Act as the escalation point for complex technical issues, incidents, and provide expert guidance and solutions.">
  • Process Improvement: Identify and implement improvements to service delivery and operational efficiency to enhance service quality.">
  • Technical Expertise: Maintain up-to-date knowledge of company systems, assets, and SaaS ecosystem to effectively support the team and users.">
  • Reporting: Generate regular reports on service performance, customer feedback, and team metrics.">
  • Collaboration: Work closely with cross-functional teams to ensure seamless service integration and support.">
  • Schedule Management: Develop and manage the help desk team's schedules to ensure adequate coverage and timely response to user requests.">
  • Hiring Practices: Partner with HR to help hire, evaluate, and onboard candidates for the Support Desk team.">
  • Training & Development: Design and deliver training programs for new hires and existing team members.">
  • API Integration: Coordinate with internal teams and vendors to manage, test, and maintain API calls for integrations between service desk tools and enterprise applications.">
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Qualifications

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  • 5+ years of relevant experience in a Help Desk, IT Support, or Service Desk environment.">
  • 3+ years of experience in a leadership role; global and multiple-location team management experience preferred.">
  • Solid understanding of IT Service Desk operations, ticketing systems, and best practices.">
  • Understanding of the IT Service Management (ITSM) framework.">
  • Strong leadership and team management skills with proven ability to deliver constructive feedback and guide performance improvement.">
  • Excellent analytical, organizational, and documentation skills.">
  • Strong communication, interpersonal, and written skills.">
  • Familiarity with tools, reporting dashboards, and knowledge base platforms.">
  • ITIL V4 certificate holder is a plus.">
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