Chief IT Support Specialist

6 days ago

Dombivli, Maharashtra, India beBeeManager Full time ₹ 75,00,000 - ₹ 1,00,00,000

As a strategic leader in IT, you will oversee the firm's 24/7 global Service Desk, managing Supervisors and frontline staff across multiple pods.

This role transforms the Service Desk into a proactive, outcome-driven support function that enables business productivity and fosters trust through every interaction.

You will report to the Director of End User Services & Solutions, partnering closely with peer Managers to deliver a seamless end-to-end support experience.

Core Responsibilities:

  • Provide strategic leadership for the entire Service Desk function, covering global 24/7 support
  • Manage and develop a team of Supervisors and frontline agents across pods
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.)
  • Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts
  • Serve as the escalation point for major incidents 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 and support alignment
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability

Required Skills and 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 environment
  • Deep understanding of ITSM principles and incident/request workflows
  • Demonstrated ability to build high-performing teams and mentor frontline leaders

Benefits:

  • Opportunity to transform the Service Desk into a proactive, outcome-driven support function
  • Chance to partner closely with peer Managers to deliver a seamless end-to-end support experience
  • Leadership development opportunities to enhance your skills and career growth

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