Service Desk Operations Manager

2 days ago

Salem, Tamil Nadu, India beBeeLeadership Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Title: IT Service Desk Leadership Role

We are seeking a skilled professional to take on the role of IT Service Desk Supervisor. This position requires strong leadership and technical skills to manage a team of support agents, delivering high-quality service to users across the globe.

The successful candidate will oversee daily operations, guide team performance, and ensure adherence to service delivery standards. They will work closely with the team to translate strategy into action, drive continuous improvement, and promote user-centered support.

  • Lead daily operations for a pod of Service Desk Agents and Senior Agents.
  • Manage shift scheduling, workload balancing, and real-time queue monitoring.
  • Provide guidance and support on complex or high-impact tickets escalated within the pod.
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed.

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.

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.

Work Environment & Shift Expectations:

  • Must be available to support rotational shifts as part of a global 24x7 model.
  • Responsible for leading and developing your assigned pod, while aligning with broader team strategy.

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