Key Responsibilities:

Operations Management

Own end-to-end delivery of L1 Helpdesk support operations. Ensure adherence to SLAs, KPIs, and client contractual requirements. Monitor daily service desk performance and manage escalations effectively. Oversee incident, request, and ticket management processes. Coordinate with IT teams for tool issues, outages, or major incidents.

Team Leadership:

Lead, mentor, and develop a team of Team Leaders and L1 Helpdesk Associates. Conduct performance reviews, coaching sessions, and career development plans. Manage staffing, scheduling, and workforce planning in partnership with WFM.

Client & Stakeholder Management:

Act as primary point of contact for clients on operational matters. Participate in client meetings, governance calls, and QBRs. Collaborate with Quality, Training, and HR to maintain high service standards.

Training & Quality Governance:

Ensure all employees are trained on SOPs, tools, processes, and updates. Support Training teams in new hire training, cross-skilling, and upskilling. Monitor quality audits, RCA, and implement corrective action plans.

Reporting & Analytics:

Publish daily/weekly/monthly performance reports. Analyze trends in ticket volumes, AHT, FCR, escalations, and CSAT. Recommend and implement process improvements to enhance efficiency.

Continuous Improvement:

Drive automation, knowledge base enhancements, and workflow optimization. Implement industry best practices for service desk operations. Lead continuous improvement and transformation initiatives.

Required Skills & Qualifications

Bachelor’s degree or equivalent; Master’s degree preferred. 8+ years of experience in Service Desk / Helpdesk Operations, with at least 2 years in a managerial role. Strong understanding of ITIL processes, incident/request management, and service desk tools (ServiceNow, Remedy, Freshservice, etc.). Experience managing teams in a BPO or ITeS environment. Excellent leadership, communication, and client engagement skills. Strong analytical, reporting, and decision-making abilities. Ability to manage high-pressure situations and complex escalations.

Preferred Qualifications:

ITIL Foundation certification. Experience handling global clients (US/UK/ANZ). Exposure to transition management or process migrations. Experience with automation initiatives (chatbots, macros, scripts).

Key Competencies:

Service Delivery Management Team Leadership & People Management Client Relationship Management Data Analysis & Reporting Problem Solving & Decision Making Process Improvement Stakeholder Collaboration