IT Support Director

2 days ago

Solapur, Maharashtra, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

About This Role:

This position oversees the global 24x7 support function, ensuring high-quality, scalable, and user-centric support.

The successful candidate will transform 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
  • Manage and develop a team of Supervisors and frontline agents
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT)
  • Serve as the escalation point for major incidents and complex service disruptions
  • Drive workforce planning, shift design, and staffing decisions to support demand and coverage models
  • Collaborate with peer managers and infrastructure teams to ensure smooth handoffs and support alignment
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability

Required Qualifications:

  • 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

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