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 workplace. The role requires a robust 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 solid 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, dependenc

📌 Assistant Manager Hyderabad
🏢 HCA Healthcare - India
📍 Hyderabad