HYDERABAD · FULLTIME
Assistant Manager - Customer Support Operations(CSO)
HCA Healthcare
Hyderabad · onsite · Posted 1d ago
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Section · 01
About this role
- Reports directly to (Title): Manager - Customer Support Operations (CSO)
- Matrix reports to (Title): As applicable based on functional alignment
- Direct Reports: 8 to 12
Position Summary
Responsibilities
Service Desk Operations Performance Management
- Manage day-to-day Service Desk operations to ensure achievement of SLA, productivity, quality, and customer service targets.
- Monitor ticket queues, service levels, staffing, attendance, schedule adherence, and workload distribution to maintain effective operational coverage.
- Review performance against established targets, identify risks or gaps, and implement corrective actions as required.
- Provide leadership coverage during critical incidents, service disruptions, staffing challenges, and other business-critical situations.
People Leadership Development
- Lead, coach, and develop Service Desk team members through regular 1:1s, performance discussions, feedback, and development planning.
- Identify performance, knowledge, and skill gaps and coordinate appropriate coaching, training, and improvement plans.
- Drive employee engagement, accountability, collaboration, and a strong customer-focused culture.
Escalation Management Stakeholder Partnership
- Manage operational and customer escalations, ensuring appropriate ownership, communication, and timely resolution.
- Partner with technical, business, and support teams to resolve service-impacting issues and operational dependencies.
- Serve as a key communication link between Service Desk analysts, internal teams, leadership, and stakeholders.
- Communicate service risks, escalations, dependencies, and resolution status clearly and proactively.
Performance Reporting Governance
- Prepare and maintain operational reports, scorecards, SLA updates, and performance summaries for leadership and stakeholders.
- Analyze service trends, ticket volumes, quality results, staffing indicators, and performance metrics to identify risks and improvement opportunities.
- Support operational and business reviews by providing performance insights, tracking actions, and ensuring timely follow-through.
Continuous Improvement Service Excellence
- Identify recurring incidents, process gaps, and operational inefficiencies and coordinate actions to drive sustainable resolution.
- Drive initiatives that improve Service Desk productivity, service quality, customer experience, and operational efficiency.
- Review workflows, procedures, and controls and recommend improvements that enhance consistency, effectiveness, and service delivery.
- Promote a culture of continuous improvement, accountability, collaboration, and customer-focused execution.
Education Experience
- Bachelor's degree in IT or any other relevant field
- 2+ years with team leadership or people-management experience
- 8+ years of experience in IT Service Desk / IT Support
- Experience as a Team Lead, Service Desk Supervisor, Assistant Manager, or similar operational leadership role
Must Have Skills
- Must be willing and able to work in a 24/7 operational environment, including rotational shifts, weekends, and holidays, based on business requirements.
- Experience in Service Desk, IT support, or technical support operations.
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
Section · Company
About HCA Healthcare
HCA Healthcare
Healthcare
4.0k+
employees
Nashville, TN
USA
₹17.9L PA avg
Avg at HCA Healthcare
About
HCA Healthcare - India is an integral innovation and operational hub in support of HCA Healthcare and our mission: Above all else, we are committed to the care and improvement of human life. HCA Healthcare is a company focused on creating healthier tomorrows through the delivery of patient-centered care across approximately 190 hospitals and 2,400 sites of care in the United States and United Kingdom.
Every day, our colleagues around the world go to work with a collective focus: our patients. This focus positively impacts the care experience at the bedside and beyond. HCA Healthcare - India serves as a vital hub for operations and supports HCA Healthcares work to enhance healthcare delivery through technology and innovation.
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