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If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together
Job Description – Supervisor, Managed Services
Location: India
Employment Type: Full-Time
About the Role
We are looking for an experienced and customer-focused Supervisor – Managed Services to lead a team of Support Analysts delivering world-class technical support to our Managed Services clients.
In this role, you will be responsible for providing day-to-day leadership, mentoring team members, driving operational excellence, managing escalations, improving support processes, and ensuring outstanding customer satisfaction. If you're passionate about people leadership, service delivery, and technical support, we'd love to hear from you.
Key Responsibilities
Team Leadership
- Lead, coach, and mentor a team of Support Analysts.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
- Identify training needs and support the technical and professional development of team members.
- Participate in hiring, onboarding, and performance management activities.
- Foster a collaborative, customer-centric, and high-performing team culture.
Service Delivery
- Oversee daily support operations across phone (ACD), ticketing, and customer support channels.
- Ensure timely resolution of incidents and service requests while meeting SLA commitments.
- Handle complex technical issues and customer escalations.
- Collaborate with Managed Services teams and external clients to resolve critical incidents.
- Assist the Service Delivery Manager with scheduling and ensuring adequate support coverage.
Process & Quality Management
- Develop and continuously improve support processes, procedures, and escalation standards.
- Perform regular quality audits of customer calls and support tickets.
- Ensure accurate documentation of incidents, troubleshooting activities, and resolutions.
- Review and create Knowledge Base articles and technical documentation.
- Drive continuous improvement initiatives to enhance operational efficiency.
Customer Experience
- Deliver exceptional customer service and promote a customer-first culture.
- Provide technical guidance and troubleshooting support to team members.
- Act as the escalation point for high-priority customer issues.
- Build strong relationships with internal stakeholders and external customers.
Required Qualifications
- Associate Degree (2-year degree) or equivalent work experience.
- 2–5 years of experience in a Help Desk, Service Desk, Technical Support, or Managed Services environment.
- Minimum 1–2 years supporting end users in a reactive IT support environment.
- Prior Team Lead or Supervisory experience is highly preferred.
- Experience supporting enterprise customers is an added advantage.
Required Skills
- Strong leadership and people management skills.
- Excellent troubleshooting and analytical abilities.
- Outstanding verbal and written communication skills.
- Customer-focused with a strong sense of ownership.
- Experience working in a fast-paced, high-volume support environment.
- Knowledge of ITSM/ticketing systems and call tracking tools.
- Experience with Knowledge Base management and documentation.
- Ability to prioritize multiple tasks while maintaining service quality.
- Strong organizational and problem-solving skills.
Preferred Qualifications
- Previous experience leading Service Desk or Managed Services teams.
- ITIL Foundation Certification is a plus.
- Experience with quality audits and process improvement initiatives.
- Exposure to multi-client Managed Services environments
