Assistant Manager - Customer Support Operations(CSO)

General Position Information

• Reports directly to (Title): Manager - Customer Support Operations (CSO)
• Matrix reports to (Title): As applicable based on functional alignment
• Direct Reports: 8 to 12

Job Summary

We are looking for an experienced Assistant Manager - IT Service Desk Operations to manage day-to-day service delivery and lead a team of IT Service Desk analysts in a 24x7 environment. The role requires a strong combination of people management, operational delivery, stakeholder coordination, reporting, and continuous improvement.

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 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.