
IT Operations Manager
1 day ago
As a strategic leader, you will oversee the entire Service Desk function, ensuring high-quality support for global teams. Your proactive approach will transform the Service Desk into an outcome-driven support function that drives business productivity and fosters trust.
Key Responsibilities:- Lead the strategic and operational management of the Service Desk, covering global 24x7 support and team engagement
- Develop and manage a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team performance
- 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
- Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment
- 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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1 week ago
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