IT Operations Management Specialist

2 weeks ago

Thāne, Maharashtra, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
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Job Title: IT Service Desk Manager

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As a key member of our organization, you will be responsible for providing strategic and operational leadership for the entire Service Desk function. This involves managing and developing a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.

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The role oversees all Service Desk Supervisors and frontline staff, ensuring high-quality, scalable, and user-centric support. As the Manager, you play a key role in transforming the Service Desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

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Required Qualifications:

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  • 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 drive results-oriented teams and manage multiple priorities simultaneously\
  • Excellent communication, interpersonal, and problem-solving skills\\/ul>\

Preferred Qualifications:

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  • 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\\/ul>\

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