Assistant Manager - Customer Support Operations(CSO)

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: · Strong 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.

• Experience: 2+ years
• Seniority: Entry Level
• Education: Bachelor's degree required
• Languages: English