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Support Operations Manager

2 weeks ago

Thāne, Maharashtra, India beBeeTechnical Full time ₹ 10,80,000 - ₹ 12,40,000

Job Title: Technical Support Team Lead

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We are seeking an experienced and skilled leader to manage our technical support team. The successful candidate will be responsible for overseeing the day-to-day operations of our customer support desk, driving first-time fix and SLA adherence, and leading a team of 15+ members.

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The ideal candidate will have at least 5 years of experience in customer support and 3 years of experience as a team lead. They will possess excellent communication and leadership skills, with the ability to motivate and guide their team to achieve exceptional results.

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Key Responsibilities:

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  • Team Leadership: Run daily stand-ups, manage queues, priorities, and escalations.">
  • Tech Triage & Incident Management: Act as initial incident commander for P1/P2, stabilize, isolate, parallelize workstreams, validate signals from monitoring tools, correlation, and rollback/containment calls.">
  • SLA, Quality & Tooling: Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days, maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows.">
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Must-Have Skills:

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  • Hands-on: Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.">
  • Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.">
  • Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.">
  • Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.">
  • ITIL Foundation (or equivalent exposure).">
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Nice-to-Have:

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  • Tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals.">
  • Certifications: NSE-1/2, MS-900/SC-900, AWS CCP.">
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Success Metrics:

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  • SLA adherence ≥ 90% (P2–P4); P1 comm cadence met 100%.">
  • MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.">
  • Runbook coverage ≥ 80% for top 20 recurring issues.">
  • Ticket backlog >7 days reduced by 60%; clean Problem/RCA pipeline in place.">