Role & responsibilities

- Oversee the day-to-day operations of a remote team to ensure performance and business objectives are aligned with company goals.

- Build a strong understanding of the teams services, including chat support, phone support, and remote assistance, along with the relevant policies and procedures.

- Support Team Leads in daily operations and strategic initiatives by providing guidance on analytical thinking and decision-making.

- Proactively identify bottlenecks and operational challenges and drive timely resolutions with minimal supervision.

- Maintain an innovative and experimental mindset to identify, implement, and evaluate process improvement initiatives across teams.

- Lead training and development initiatives focused on upskilling and cross-skilling team members.

- Manage leave schedules, shift rosters, and staffing plans to ensure optimal coverage and smooth workflow management.





- Prepare regular performance reports with actionable insights, project documentation, SOPs, and knowledge articles.

What were looking for

- 23 years of supervisory or people management experience, along with 8+ years of overall experience in a technical/ desktop support environment.

- Excellent written and verbal communication, interpersonal, and presentation skills.

- Strong knowledge of operating systems (Windows and macOS), hardware, networking, Microsoft 365 tools, and printers.

- Robust exposure with LLM/AI tools is preferred.

- Good understanding of QA processes, training methodologies, and data analysis.

- ITIL Foundation certification and/or Six Sigma knowledge or training will be an added advantage.

📌 Associate Manager, Desktop Support (Bengaluru)
🏢 Pearl
📍 Bengaluru