Operations Manager – IT Service Desk
1 day ago
Company Description
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents and is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.
BETSOL's open source backup and recovery product line, Zmanda ), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.
BETSOL Global IT Services ) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.
BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado, and Bangalore, India.
We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.
Job Description
Role Overview
The Operations Manager will lead the Service Desk and Network Operations Center (NOC) teams, ensuring seamless frontline support, effective monitoring oversight, and high service quality across a global IT environment. This is a leadership role focused on driving team performance, process excellence, stakeholder engagement, and continuous improvement in IT operations and service management.
Key Responsibilities
- Lead, mentor, and develop Service Desk and NOC team leads and engineers; oversee staffing, shift coverage, and 24x7 operations.
- Drive SLA, FCR, MTTD/MTTR improvements; own escalation workflows and root cause analysis for P1/P2 incidents.
- Oversee NOC operations by guiding teams responsible for monitoring, alert management, and capacity planning.
- Oversee Service Desk operations including ticket quality, knowledge management, and customer satisfaction.
- Partner with cross-functional teams to ensure integrated service delivery and effective incident resolution.
- Govern reporting and analytics: review dashboards, KPIs, and performance trends; present insights during regular leadership reviews.
- Ensure compliance with ITIL, governance, and audit standards; maintain readiness for BCP/DR.
- Drive process improvement, automation, and operational efficiency initiatives.
- Lead team development programs including training, certifications, mentorship, and recognition.
Qualifications
- Bachelor's degree in IT/related field or equivalent experience.
- Proven experience managing multi-disciplinary IT support teams (Service Desk and/or NOC).
- Strong background in ITSM frameworks and ITIL best practices.
- Experience with operational reporting, dashboards, and KPI reviews.
- Excellent communication and stakeholder management skills, including executive-level reporting.
- Certifications preferred: ITIL v4 Foundation (or higher), Microsoft Azure Fundamentals (AZ-900), Service Desk/NOC management certification.
- Experience range - 6-8 years with relevant 2 to 3 years as an Ops Manager
- Shift timings : 2am-11am EST( 12:30 pm to 9:30 pm IST)
Additional Information
All your information will be kept confidential according to EEO guidelines.
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