IT Service Delivery Manager

7 days ago

Mangalore, Karnataka, India beBeeLeadership Full time ₹ 15,12,000 - ₹ 20,24,000

Job Title: IT Service Desk Lead

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We are seeking a seasoned professional to lead our global Service Desk team. As a key member of our End User Services organization, you will be responsible for guiding team performance, supporting escalation management, and upholding service delivery standards.

The ideal candidate will have strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting. You will also have experience managing day-to-day performance and service delivery within a support team, with a proven ability to coach, develop, and support frontline staff in a high-volume environment.

This role blends technical expertise with people leadership, requiring the ability to model the culture of ownership, empathy, and relentless improvement that underpins our vision. If you are a motivated and results-driven individual with excellent communication skills, we encourage you to apply for this opportunity.

About This Role:

  • Lead daily operations for your assigned pod of Service Desk 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 your 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 your 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
  • Lead by example in customer interactions during peak demand or critical incidents
  • Support reporting needs by contributing pod-level metrics and performance summaries

Required Skills and Qualifications:

  • Technical knowledge of Microsoft 365, Windows OS, and enterprise tools
  • Experience in managing day-to-day performance and service delivery within a support team
  • Proven ability to coach, develop, and support frontline staff in a high-volume environment
  • Strong communication and interpersonal skills
  • Ability to model the culture of ownership, empathy, and relentless improvement

Benefits:

  • Opportunity to work in a fast-paced and dynamic environment
  • Chance to develop and grow with a leading organization
  • Competitive salary and benefits package
  • Ongoing training and professional development opportunities

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