Technical Operations Leader

1 day ago

Thāne, Maharashtra, India beBeeLeadership Full time ₹ 10,00,000 - ₹ 15,00,000

Our IT Team is seeking a strategic leader to oversee the daily operations of our global Service Desk. As an IT Service Desk Supervisor, you will play a critical role in delivering 24x7 support to users across the firm.

Key Responsibilities:

  • Lead and direct daily operations for assigned teams of Service Desk Agents and Senior Agents
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure seamless service delivery
  • Provide guidance and coaching on complex or high-impact tickets escalated within your team
  • Monitor ticket quality, documentation standards, and user communication, providing actionable feedback as needed
  • Conduct regular performance check-ins and promote professional development through mentoring and coaching
  • Ensure effective onboarding and ramp-up of new hires within the team
  • 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 teams
  • 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 team-level metrics and performance summaries

Required Qualifications:

  • 5+ years of experience in IT support, with at least 1–2 years in a leadership, senior agent, or supervisory role
  • Proven track record of 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
  • 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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