Principal Operations Support Analyst

Supervisor Service Desk

About the Role

• We are seeking a proactive and technically skilled IT Service Desk Supervisor (Level 1.5 Support) to lead and manage a team of Level 1.5 support engineers. This role is responsible for ensuring the efficient resolution of escalated technical issues, maintaining service quality. The ideal candidate will have strong leadership skills, a deep understanding of ITSM principles, and hands-on experience in troubleshooting complex hardware/software and network issues.

Our Team culture:

• Work environment, which is collaborative and driven by Learning, Attention to details & Empathy towards customer
• Empowering & Enabling individuals and teams to realize their full potential.
• Focus on outcomes, solving our users pain points & predictable delivery
• Data driven decision making on vision & roadmap of IT Service Desk.

What will you be responsible for:

The ideal candidate will have a blend of technical, process & operational skills in service desk management, operations, customer interactions, and escalation call handling. Candidate should be adept at applying her/ his experience with a focus on problem solving, supporting systems, operational excellence, service quality, reduction of manual toil with focus on User experience. The candidate should be highly collaborative and have good work experience in Global operating setups.

Key Responsibilities:

• Ensuring compliance with company policies and procedures.
• Supervise and mentor the Level 2 support team, ensuring adherence to SLAs and quality standards.
• Overseeing remote desktop support operations and ensuring performance quality.
• Act as the primary escalation point for unresolved incidents
• Assign, monitor, and follow up on tickets to ensure timely resolution.
• Troubleshoot complex end-user technical issues related to Windows, Mac OS, Active Directory, O365, VPN, printers, and other enterprise tools.

• Coordinating with other resolver groups to ensure prompt resolution of incidents and requests.

• Conduct regular performance reviews, training, and development sessions for Level 2 staff.
• Develop and maintain knowledge base articles and documentation.
• Monitor daily operations of the RDS team to ensure high customer satisfaction.
• Drive continuous improvement initiatives, process optimization, and automation opportunities.
• Generate and analyze reports to track team performance, ticket trends, and recurring issues.
• Participate in Problem and incident management activities.
• Ensure compliance with ITIL processes and company policies.

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What would your day look like

• Review, Report and Ensure defined processes are followed when handling incidents and service requests in a professional manner using approved tools.
• Review areas of opportunity for process improvements, as suggested by team members
• Work towards implementing industry best practices towards greater support experience and better supportability.
• Perform analysis on first contact issue resolution, suggest and implement solutions to meet highest First Contact.
• Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented.
• Define and implement yearly targets for Left Shift and Right Shift to reduce overall customer pain points, manual toil, and cost per ticket.
• Execute operational excellence, tracking metrics weekly and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
• Be a thought leader in identifying opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
• Build & Maintain relationships with business, management, Development, Service Engineering teams through positive interaction and problem identification and resolution to enable business teams to focus on driving their business and IS to run all the IS services.
• Liaison with PMs, Stake Holders towards implementing solutions for frequent issues.
• Perform Prototyping of automation solutions in coordination with Engineering and stake holder teams

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Who are we looking for

• 8+ years of Industry experience in Service Management and Service Desk Operations.
• 4+ years People & Floor management experience managing team's operations, performance, service delivery, quality of service.
• Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL
• Preferred Skills: ITIL, Service Now, Citrix.
• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience).
• Strong knowledge of Windows OS, Microsoft 365, Active Directory, SCCM, and remote support tools.
• Experience with ITSM platforms (e.g., ServiceNow)
• Excellent problem-solving, analytical, and multitasking skills.
• Strong interpersonal and communication skills (both verbal and written).
• Proven ability to lead, coach, and develop team members.
• Experience supporting global users in a 24x7 environment is a plus.