Service Desk Transformation Specialist

1 day ago

Hyderabad, Telangana, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 30,00,000
Service Desk Manager Position Summary

The Service Desk Manager oversees the global 24x7 support function, ensuring high-quality, scalable, and user-centric support.

This role plays a key part in transforming the Service Desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

Key Responsibilities:
  • Provide strategic and operational leadership for the entire Service Desk function, covering global 24x7 support.
  • Manage and develop a team of Supervisors and frontline agents, ensuring consistent service delivery and team engagement.
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) 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.
  • 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, knowledge sharing, and support alignment.
  • Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training.
  • Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy.

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