BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.
com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.
BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.
We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.
The IT Support Manager leads the IT support operations and owns major incident management end to end. This person keeps day to day support running well, acts as the senior escalation point, and takes command when an incident impacts a client or our agents. They own the incident management process we recently launched and mature it from a new process into a dependable practice. Support and incident work currently escalates to a single point. IT Support Operations
Own IT support operations end to end: queue health, escalation, and service quality against SLA and CSAT targets.
Own IT asset and device lifecycle: procurement, provisioning, tracking, and retirement of endpoints and support hardware.
Own support tooling and vendor spend, including the budget line for support tools and partners, and surface spend decisions to IT leadership.
Deliver a regular SLA, CSAT, and incident reporting cadence to IT leadership, with trends and improvement actions.
Major Incident Management
Jira intake, severity definitions, on-call and paging criteria, and enforcement.
Run post incident reviews for every major incident, with actions tracked to closure,



and recurring issues identified and solved through problem management.
This is the part of the role that separates a strong hire from a queue manager. Makes the call on severity, mitigation risk, maintenance windows, and resolution.
Lead the support team: coaching, one on ones, growth, and performance.
Manage our managed support partner as an extension of the team.
Coordinate with Cybersecurity and Rapid7 MDR during security incidents.
Coordinate with Professional Services, who own the contact center tooling, during incidents that involve it.
Own documentation and self service in Confluence so the team resolves more without escalating, and knowledge does not live in one head.

SYSTEMS AND SERVICES

The security tooling is owned by our security team and the contact center tooling by our professional services team; Domain Systems and services Identity & access Okta and SCIM, Microsoft Entra ID Endpoint & device Microsoft Intune, Microsoft Defender suite, SentinelOne, Secure Remote Worker Collaboration & email Google Workspace, Microsoft Exchange Online, Zoom, Slack Contact center & voice Five9, Nextiva, NICE Cloud & infrastructure AWS, Microsoft Azure, Google Cloud, GitHub ITSM & people ops Jira, Jira Service Management, Confluence, Rippling Security operations Rapid7 InsightIDR and InsightConnect, Rapid7 MDR (24/7), KnowBe4 Automation & AI Microsoft Copilot Studio, Claude, OpenAI

Support queue health, triage, and escalation against SLA and CSAT

- Endpoint and support hardware provisioning and lifecycle




- Maturing and enforcing the incident management process
- Managed support partner oversight
- Post incident reviews and problem management to cut recurrence
- Coaching and developing the support team
- Self service and documentation in Confluence

Automating support and incident workflows

- Scaling support coverage and on-call maturity as the business grows
- Deepening coordination with Cybersecurity and Professional Services

Five to eight years in IT support, service desk, or technical operations, with the senior end preferred given the incident command scope.
Proven experience running major incidents as incident commander, not just logging or reporting on them.
Experience managing an IT support or service desk function, with real ownership of SLA and CSAT outcomes.
People management experience, including coaching and performance.
Working fluency across identity, endpoint, collaboration, and cloud in a multi cloud (AWS and Azure) environment.
Experience running or maturing an incident process, ideally in Jira.
Robust written and verbal communication, especially under pressure and with non technical and client stakeholders.
Experience with compliance frameworks such as HITRUST or SOC 2 and the incident evidence they require.
Background in a CX or a contact center environment, and familiarity with platforms like Five9, Nextiva, NICE.
Hands on with Okta, Entra ID, Intune, or Microsoft Defender.
ITIL certification, or demonstrated experience running ITIL aligned incident and problem management.
Experience managing a managed service partner such as BETSOL.
Familiarity with ThinScale SRW (BYOD endpoint management).

This role will be part of the on-call pager escalation path, but will not be the primary on-call support
Number of people reporting to this position - 4 to 5 (Help Desk and Sys Admins)

📌 IT Support Lead / Service Desk Lead (Bengaluru)
🏢 BETSOL
📍 Bengaluru