Senior IT Operations Manager

1 day ago

Salem, Tamil Nadu, India beBeeManager Full time ₹ 25,00,000 - ₹ 40,00,000
IT Service Desk Manager Role

The IT Service Desk Manager position oversees the full ownership and operational leadership of our 24x7 global Service Desk, ensuring high-quality, scalable, and user-centric support.

This role reports to the Director of End User Services & Solutions, partnering closely with peer Managers of Endpoint Support, Endpoint Engineering, and Service Excellence to deliver a seamless end-to-end support experience.

The successful candidate will provide strategic and operational leadership for the entire Service Desk function, covering global 24x7 support.

Key Responsibilities:

  • Manage and develop a team of Supervisors and frontline agents across pods, ensuring 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 pods and shifts
  • 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 (e.g., ServiceDesk Plus) and knowledge management practices
  • Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment
  • Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training
  • Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels
  • Prepare and present performance updates, operational plans, and improvement initiatives to leadership

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
  • Excellent stakeholder engagement skills with the ability to influence across technical and non-technical teams
  • Effective communicator and collaborator with a user-first mindset and executive presence

PREFERRED QUALIFICATIONS:

  • Experience with ITSM platforms (ServiceDesk Plus, ServiceNow, etc.) 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
  • Familiarity with remote support tools, Microsoft 365, Active Directory, and AV/conferencing platforms
  • Experience supporting professional services or distributed workforce environments

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
  • Sets and upholds the standards of excellence and service maturity across all Service Desk operations

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