Senior IT Service Delivery Manager

1 day ago

Surat, Gujarat, India beBeeITService Full time ₹ 50,00,000 - ₹ 1,00,00,000

Job Overview

We are seeking an accomplished IT Service Desk Supervisor to lead our global Service Desk team in delivering exceptional support to users worldwide.

This is a high-visibility role that demands strong technical expertise, people leadership skills, and the ability to drive operational improvement.

Main Responsibilities:
  • Lead daily operations for a pod of Service Desk Agents and Senior Agents, ensuring seamless service delivery and efficient resolution of user issues.
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to optimize SLA adherence and customer satisfaction.
  • Provide expert guidance and support on complex or high-impact tickets escalated within your pod, fostering a culture of ownership and empathy.
  • Monitor ticket quality, documentation standards, and user communication, offering coaching and mentoring to team members as needed.
  • Conduct regular performance check-ins and promote professional development through feedback and goal-setting.
  • Ensure effective onboarding and ramp-up of new hires within your pod, aligning with broader team strategy and objectives.
  • Drive adoption of knowledge articles and contribute to continuous improvement of support documentation, enhancing the overall user experience.
  • Analyze trends and recurring issues to identify training gaps or process improvement opportunities, driving data-driven decision-making.
  • Collaborate with peer Supervisors to ensure consistency in service delivery across pods, promoting a unified approach to support excellence.
  • Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths, fostering a culture of collaboration and shared accountability.
  • Lead by example in customer interactions during peak demand or critical incidents, embodying the values of empathy, professionalism, and timely resolution.
Required Skills and Qualifications:
  • A minimum of 5 years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role, showcasing a proven track record of success in leading high-performing teams.
  • Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting, with a passion for staying up-to-date with the latest technologies and innovations.
  • Experience managing day-to-day performance and service delivery within a support team, with a focus on metrics-driven decision-making and continuous improvement.
  • Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent, with a solid understanding of workflow optimization and automation.
  • Proven ability to coach, develop, and support frontline staff in a high-volume environment, fostering a culture of growth, learning, and employee engagement.
  • Effective communicator who can lead with clarity, empathy, and accountability, inspiring trust and confidence in team members and stakeholders alike.
  • Strong analytical and documentation skills with a focus on measurable outcomes, able to distill complex information into actionable insights and recommendations.
Work Environment & Shift Expectations:
  • Must be available to support rotational shifts as part of a global 24x7 model, demonstrating flexibility and adaptability in a fast-paced environment.
  • Responsible for leading and developing your assigned pod, while aligning with broader team strategy and objectives, ensuring seamless integration and collaboration with cross-functional teams.

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