Operations Manager – IT Service Desk

1 day ago


Bengaluru, Karnataka, India Betsol Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Operations Manager – IT Service Desk & NOC

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.

Experience LevelMid Level

  • Bengaluru, Karnataka, India Betsol Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Company DescriptionBETSOL 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...


  • Bengaluru, Karnataka, India BETSOL Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    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...


  • Bengaluru, Karnataka, India Golden Opportunities Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    15+ years of experience in Customer Service & Global Service Desk Operations.Proven track record in managing service desk operations for large global clients (15-20M USD annual revenue).Strong experience in deal cycle management, solutions, structuring, and commercials.Expertise in program/project management with cross-functional exposure.Ability to...

  • Service Desk Agent

    3 days ago


    Bengaluru, Karnataka, India A&O IT Group Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    6 month fixed term contract working UK office hoursAs Service Desk Agent (SDA), you will ensure a consistent quality of service for the installation, maintenance, and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of...


  • Bengaluru, Karnataka, India Smarsh Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Who are we?Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. ...


  • Bengaluru, Karnataka, India Smarsh Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Who are we?Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines....

  • Lead, Service Desk

    3 days ago


    Bengaluru, Karnataka, India Zones Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    DescriptionRole: Service Desk Team LeadPosition OverviewThe Service Desk Team Lead has the responsibility for leading the day-to-day operation of the service desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritization, escalations & resolutions of incidents and requests. The Service Desk Team Lead is...


  • Bengaluru, Karnataka, India LogFix SCM Solutions Pvt Ltd Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Job Title: Senior Service Desk SpecialistExperience Required: 8+ YearsLocation: BangaloreRole Overview:We are seeking an experienced and detail-oriented Senior Service Desk Specialist to lead support operations, streamline escalation workflows, and strengthen our IT service management processes. This role requires expertise in handling complex escalations,...


  • Bengaluru, Karnataka, India 2coms Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    SUMMARY Service Desk ManagementLocation: BangaloreExp range: 1-3 yearsNP: ImmediateJob Description:As an Application Tech Support Practitioner, you will serve as the primary point of contact between our clients and our world-class systems. Your exceptional communication skills and deep product knowledge will enable you to accurately define client issues,...


  • Bengaluru, Karnataka, India 2COMS Consulting Pvt. Ltd. Full time

    Service Desk ManagementLocation: BangaloreExp range: 1-3 yearsNP: ImmediateJob Description:As an Application Tech Support Practitioner, you will serve as the primary point of contact between our clients and our world-class systems. Your exceptional communication skills and deep product knowledge will enable you to accurately define client issues, interpret...