Service Desk Director

1 day ago

Rajkot, Gujarat, India beBeeLeadership Full time ₹ 1,75,58,982 - ₹ 2,01,32,659
IT Support Leadership Opportunity

The ideal candidate will oversee the global Service Desk, ensuring high-quality, scalable, and user-centric support. This leader will play a key part in transforming the Service Desk into a proactive, outcome-driven support function that enables business productivity and minimizes disruption.

This role requires strategic and operational leadership for the entire Service Desk function, covering global 24x7 support. The successful candidate will manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.

The IT Support Manager will define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement. They will ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts.

This position also involves serving as the escalation point for major incidents, high-impact tickets, or complex service disruptions. The successful candidate will lead workforce planning, shift design, and staffing decisions to support demand and coverage models.

The IT Support Manager will drive the adoption and improvement of ITSM tooling and knowledge management practices. They will collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment.

This role requires strong data and process orientation, with experience using reporting and analytics to drive service improvements. The successful candidate will also have excellent stakeholder engagement skills, with the ability to influence across technical and non-technical teams.

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
  • Demonstrated ability to build high-performing teams and mentor frontline leaders
  • Effective communicator and collaborator with a user-first mindset and executive presence

Main Responsibilities:

  1. Provide strategic and operational leadership for the entire Service Desk function, covering global 24x7 support
  2. Manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement
  3. Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement
  4. Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts
  5. Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions
  6. Lead workforce planning, shift design, and staffing decisions to support demand and coverage models
  7. Drive the adoption and improvement of ITSM tooling and knowledge management practices
  8. Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment
  9. Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training
  10. Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels

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