Chief Support Experience Officer

2 hours ago

Tiruppur, Tamil Nadu, India beBeeLeader Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
IT Service Desk Manager

Transforming the service desk into a proactive, outcome-driven support function that enables business productivity and minimizes disruption is key to success in this role. As an IT Service Desk Manager, you will oversee the full ownership and operational leadership of a firm's 24x7 global service desk.

This leader plays a vital role in delivering a seamless end-to-end support experience by partnering closely with peer managers of endpoint support, endpoint engineering, and service excellence. Key responsibilities include:

  • Providing strategic and operational leadership for the entire service desk function, covering global 24x7 support
  • Managing and developing a team of supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement
  • Defining, monitoring, and reporting on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement
  • Ensuring adherence to ticket handling, escalation, and documentation standards across all pods and shifts
  • Serving as the escalation point for major incidents, high-impact tickets, or complex service disruptions
  • Leading workforce planning, shift design, and staffing decisions to support demand and coverage models
  • Driving the adoption and improvement of ITSM tooling and knowledge management practices
  • Collaborating with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment
  • Partnering with service excellence to identify process gaps, implement quality assurance practices, and standardize training
  • Contributiong to and helping execute the vision of end-user services & solutions by aligning service desk efforts to broader support strategy
  • Fostering a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels
  • Preparing and presenting performance updates, operational plans, and improvement initiatives to leadership

Benefits: A competitive compensation package, opportunities for professional growth and development, and a collaborative work environment that fosters innovation and teamwork. The ideal candidate should possess excellent communication and interpersonal skills, be able to work effectively in a fast-paced environment, and demonstrate a passion for delivering exceptional customer experiences.

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