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 solid 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.
Solid 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 (India)
🏢 Pearl
📍 India