IT Service Desk Manager

4 days ago

Mumbai, Maharashtra, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: IT Service Desk Manager

About the Role

This is a leadership position within our End User Services & Solutions organization, responsible for overseeing daily operations of our global Service Desk.

You will lead a team of support specialists in delivering exceptional user experiences and ensuring service delivery standards are consistently met.

This role requires a blend of technical expertise and people management skills to drive performance, escalate complex issues, and uphold our vision of customer-centric support.

We are looking for a seasoned professional with experience in managing teams, resolving technical issues, and driving process improvements.

Key Responsibilities
  • Team Leadership: Manage daily operations, shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence.
  • Ticket Escalation: Provide guidance and support on complex or high-impact tickets escalated within your team.
  • Performance Management: Monitor ticket quality, documentation standards, and user communication, providing coaching as needed.
  • Professional Development: Conduct performance check-ins and promote growth through mentoring and feedback.
  • New Hire Onboarding: Ensure effective onboarding and ramp-up of new hires within your team.
  • Knowledge Sharing: Drive adoption of knowledge articles and contribute to continuous improvement of support documentation.
  • Trend Analysis: Analyze trends and recurring issues to identify training gaps or process improvement opportunities.
  • Cross-Functional Collaboration: Partner with peer leaders to ensure consistency in service delivery across teams.
  • Reporting: Support reporting needs by contributing team-level metrics and performance summaries.

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