IT Support Operations Manager

23 hours ago

Nellore, Andhra Pradesh, India beBeeSupport Full time ₹ 1,20,00,000 - ₹ 1,60,00,000
Job Summary

The IT Service Desk Supervisor plays a pivotal role in the daily operations of our global Service Desk.

  • Leads daily operations for assigned pods of Service Desk Agents and Senior Agents, manages shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence. Provides guidance and support on complex or high-impact tickets escalated within their pod.

Key Responsibilities: Monitor ticket quality, documentation standards, and user communication. Provide 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 the pod.

Ensures seamless adoption of knowledge articles and contributes to continuous improvement of support documentation. Analyzes trends and recurring issues to identify training gaps or process improvement opportunities.

Collaborates with peer Supervisors to ensure consistency in service delivery across pods. Partners with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths.

Leads by example in customer interactions during peak demand or critical incidents. Supports reporting needs by contributing pod-level metrics and performance summaries.

Required Qualifications: 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role. Experience 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. Proven 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. Preferred Qualifications: Experience operating within a pod or team-based support model. ITIL Foundation certification or working knowledge of ITIL practices. Prior experience in a 24x7 support environment, especially across global time zones. Exposure to WFM tools or performance analytics platforms.

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