Help Desk Expert

2 weeks ago

Kottayam, Kerala, India beBeeLeadership Full time ₹ 1,00,00,000 - ₹ 1,50,00,000

Service Desk Manager

This role plays a key part in leading the global Service Desk, overseeing Supervisors and frontline staff across multiple pods. The leader is responsible for transforming the Service Desk into a proactive support function that enables business productivity.

Reporting to the Director of End User Services & Solutions, this Manager partners closely with peer Managers to deliver a seamless end-to-end support experience. The Manager is accountable for service delivery performance, team development, tool and process adoption.

Key Responsibilities:

  • Provide leadership for the entire Service Desk function, covering global 24x7 support.
  • Manage and develop a team of Supervisors and frontline agents across pods.
  • 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 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 and support alignment.
  • Partner with Service Excellence to identify process gaps and implement quality assurance practices.
  • Contribute to the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy.
  • Foster a culture of ownership and relentless improvement by coaching leaders and embedding accountability at all levels.

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 environment.
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics.
  • Demonstrated ability to build high-performing teams and mentor frontline leaders.
  • Strong data and process orientation, with experience using reporting and analytics to drive service improvements.
  • Excellent stakeholder engagement skills with the ability to influence across technical and non-technical teams.
  • Effective communicator and collaborator with a user-first mindset.

Preferred Qualifications:

  • Experience with ITSM platforms and knowledge management frameworks.
  • ITIL Foundation certification or higher-level ITIL training.
  • Exposure to transformation efforts such as shift-left, automation, or tiered support models.
  • IT services expertise and remote support tools proficiency.

Work Environment & Shift Expectations:

  • Accountable 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.
  • Participates in firmwide initiatives and support planning activities.
  • Set standards of excellence and service maturity across all Service Desk operations.

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