Service Desk Operations Manager

1 day ago

Ghaziabad, Uttar Pradesh, India beBeeLeadership Full time ₹ 90,00,000 - ₹ 1,25,00,000
IT Service Desk Leadership Role

The IT Service Desk Manager plays a pivotal role in leading a team of professionals who provide 24x7 global support to clients. This position oversees the entire service desk function, ensuring high-quality, scalable, and user-centric support.

This leader partners closely with peer managers to deliver a seamless end-to-end support experience. The Manager is responsible for transforming the service desk into a proactive, outcome-driven support function that enables business productivity and minimizes disruption.

Key Responsibilities:

  • Provide strategic and operational leadership for the entire service desk function
  • Manage and develop a team of supervisors and frontline agents to ensure consistent service delivery and team engagement
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement
  • Ensure adherence to ticket handling, escalation, and documentation standards across all shifts and locations
  • Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions
  • 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, knowledge sharing, and support alignment

Required Qualifications:

  • 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams
  • Proven track record of leading service desk operations in a high-volume, multi-site or global environment
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics
  • Demonstrated ability to build high-performing teams and mentor frontline leaders
  • Strong data and process orientation, with experience using reporting and analytics to drive service improvements

Preferred Qualifications:

  • Experience with ITSM platforms and knowledge management frameworks
  • ITIL Foundation certification or higher-level ITIL training
  • Exposure to transformation efforts such as shift-left, automation, or tiered support models

Work Environment & Shift Expectations:

  • Accountable for end-to-end service desk operations across geographies and time zones
  • Expected to serve as a visible leader, actively engaging with staff, escalating issues, and championing improvement efforts
  • Participates in firmwide initiatives, major incident coordination, and support planning activities

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