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

Position 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.
- Prior team leadership experience, including coaching and performance management.
- Strong understanding of SLA, ticket queue, productivity, quality, and customer service metrics.
- Strong escalation management, problem-solving, and stakeholder management skills.
- Effective verbal and written communication skills.
- Ability to analyze operational performance and drive corrective actions and improvements.
- Working knowledge of ITSM processes and Microsoft Office tools.
- Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar ITSM tools.

Nice To Have Skills

- ITIL Foundation certification or knowledge of ITIL practices.
- Experience with workforce management, reporting, dashboards, and performance scorecards.
- Exposure to Power BI, Tableau, Lean, Six Sigma, or continuous improvement methodologies.
- Prior experience in healthcare, global capability center operations, shared services, or a highly regulated environment.

Licenses, Certifications &

- Training

- N/A

Knowledge, Skills, Abilities, Behaviors

- Robust knowledge of Service Desk operations, ITSM processes, SLA management, and customer support practices.
- Demonstrated people leadership, coaching, performance management, and team development skills
- Strong analytical, problem-solving, and decision-making abilities with sound judgment and business acumen.
- Effective communication, stakeholder management, and collaboration skills with a strong service-oriented mindset.
- Demonstrates ownership, accountability, attention to detail, and a focus on service quality and operational excellence.
- Adaptable, organized, and resilient, with the ability to manage multiple priorities, ambiguity, and business-critical situations in a fast-paced 24/7 environment.
- Proactive and continuous improvement focused, with a high degree of professionalism and integrity.

📌 Assistant Manager - Customer Support Operations(CSO) (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad