IT Support Operations Executive

15 hours ago

Ahmedabad, Gujarat, India beBeeManager Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Summary

The IT Service Desk Manager oversees the firm's global 24x7 Service Desk, ensuring high-quality support and driving business productivity.

This leader is responsible for service delivery performance, team development, and advancing the maturity of the Service Desk.

  • Provide strategic and operational leadership for global 24x7 support.
  • Manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery.
  • Define, monitor, and report on key performance indicators to drive accountability and improvement.

Key Responsibilities:

  • Lead workforce planning, shift design, and staffing decisions to support demand and coverage models.
  • Drive the adoption and improvement of ITSM tooling and knowledge management practices.
  • Collaborate with peer managers and infrastructure teams to ensure smooth handoffs and support alignment.

Requirements:

  • Proven experience in IT Service Management and leadership.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.

Benefits:

  • Opportunity to transform the Service Desk into a proactive, outcome-driven support function.
  • Chance to partner with peer Managers to deliver a seamless end-to-end support experience.
  • Collaborative and dynamic work environment.

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