IT Service Delivery Lead

1 day ago

Vizag, Andhra Pradesh, India beBeeManager Full time ₹ 14,40,000 - ₹ 18,35,000

We are seeking a seasoned professional to lead our IT Service Desk team.

Job Overview

The IT Service Desk Manager plays a critical role in ensuring seamless end-to-end support across our global operations.

This key position is responsible for driving high-quality, scalable, and user-centric support that minimizes disruption and fosters trust through every interaction.

  • Lead the strategic and operational direction of the Service Desk function, covering global 24x7 support
  • Develop and manage a team of Supervisors and frontline agents, promoting consistent service delivery and team engagement
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging) to drive accountability and improvement
  • Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts
  • Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions

Requirements:

  • 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
Work Environment & Shift Expectations

Responsible for end-to-end Service Desk operations across geographies and time zones

Expected to serve as a visible leader, actively engaging with staff, escalating issues, and championing improvement efforts

Key Responsibilities

Beyond the standard responsibilities listed above, this role will also require:

  • Development and implementation of process improvements to enhance service delivery
  • Leadership of cross-functional teams to achieve business objectives
  • Maintenance of knowledge and expertise in IT service management tools and technologies

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