IT Support Manager
BETSOL (company site, opens in a new tab)5–8 yrsBengaluruHybridDirect career pageEst. 12–22 LPA
Posted 21h ago
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Job description
Structured overview of role & requirements
About This Role
- Own and lead IT support operations end to end, focusing on queue health, escalation, SLA and CSAT targets, and IT asset lifecycle management.
- Command and coordinate major incident management as incident commander for Sev1 and Sev2 events, including incident process ownership and post incident reviews.
- Manage and develop the support team and managed support partner, drive support tooling budget decisions, and mature incident and problem management processes.
Minimum Requirements
- 5 to 8 years experience in IT support, service desk, or technical operations with senior level and incident command experience.
- Proven experience managing IT support function with ownership of SLA and CSAT outcomes and people management including coaching and performance.
- Working fluency across identity, endpoint, collaboration, and cloud (multi-cloud: AWS and Azure) environments.
- Experience running or maturing incident management processes (ideally in Jira) and familiarity with compliance frameworks such as HITRUST or SOC 2.
Ideal Candidate Profile
- Experienced incident commander with hands-on operational leadership in managing Sev1/Sev2 incidents and ability to drive technical response without performing all fixes personally.
- Comfortable managing multi-cloud IT environments and overseeing cross-functional coordination (e.g., with Cybersecurity and Professional Services).
- Background in IT support leadership with solid track record in improving incident processes, managing managed service partners, and enhancing support team capabilities.