IT Support Operations Director

1 week ago

Nagpur, Maharashtra, India beBeeLeadership Full time ₹ 1,80,00,000 - ₹ 2,70,00,000
Service Desk Leadership Role

The IT Service Desk Manager plays a pivotal role in the firm's global 24x7 Service Desk, ensuring high-quality support.

This position oversees Service Desk Supervisors and frontline staff across multiple pods, driving scalable and user-centric support.

The Manager transforms the Service Desk into a proactive, outcome-driven support function that fosters trust through every interaction.

Main Responsibilities:
  • Provide strategic leadership for the entire Service Desk function, covering global 24x7 support.
  • Manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.
  • 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.
  • 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, knowledge sharing, and support alignment.
  • Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training.
  • Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy.
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels.
  • Prepare and present performance updates, operational plans, and improvement initiatives to leadership.

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