Director of Support Services

2 weeks ago

Malappuram, Kerala, India beBeeLeader Full time ₹ 16,31,160 - ₹ 25,64,630
About this Role

As a skilled IT leader, you will be responsible for transforming the Service Desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

This critical role oversees all Service Desk Supervisors and frontline staff across multiple pods, ensuring high-quality, scalable, and user-centric support.

  • Strategic Leadership: Provide operational leadership for the entire Service Desk function, covering global 24x7 support.
  • Team Development: Manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.
  • Performance Management: Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement.

Required Skills and Qualifications

  • A minimum of 8 years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams.
  • A proven track record of leading service desk operations in a high-volume, multi-site or global environment.

Preferred Qualifications

  • Experience with ITSM platforms and knowledge management frameworks.
  • ITIL Foundation certification or higher-level ITIL training.

This is an exciting opportunity for a strong leader who can build high-performing teams, mentor frontline leaders, and drive process improvements while adopting ITSM tooling.

Fostering a culture of ownership, empathy, and relentless improvement is crucial for success in this position.

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