Operational Excellence Leader

2 weeks ago

Nashik, Maharashtra, India beBeeStrategist Full time ₹ 18,00,000 - ₹ 25,00,000
Job Description:

The role of the IT Service Desk Manager is a pivotal one, encompassing leadership and oversight of the firm's 24x7 global Service Desk.

This strategic position involves providing high-quality, scalable, and user-centric support, with a focus on transforming the Service Desk into a proactive, outcome-driven function that enables business productivity and fosters trust.

As the leader of this team, you will be responsible for ensuring seamless end-to-end support experiences, focusing on service delivery performance, team development, tool and process adoption, and advancing Service Desk maturity.

Key Responsibilities:
  • Strategic Leadership: Provide direction and guidance to the entire Service Desk function, ensuring global 24x7 support
  • Team Development: Develop and manage a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement
  • Performance Management: Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement
  • Critical Incident Response: Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions
  • Workforce Planning: Lead workforce planning, shift design, and staffing decisions to support demand and coverage models
  • ITSM Tooling: Drive the adoption and improvement of ITSM tooling (e.g., ServiceDesk Plus) and knowledge management practices
  • Collaboration and Communication: Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment
  • Process Improvement: Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training

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