The Operations Shift Lead is responsible for supervising frontline support teams, driving effective queue handling, maintaining operational standards, and ensuring reliable service delivery throughout assigned shifts.
- Oversee the daily operations and activities of L1 and L1.5 support teams.
- Ensure appropriate shift staffing, coverage, and efficient management of support queues.
- Manage initial-level escalations and optimize workload distribution across team members.
- Provide coaching, guidance, and mentorship to enhance team skills and performance.
- Ensure compliance with established processes, procedures, and service quality expectations.
- Collaborate effectively with Operations, Knowledge Management, and Quality teams to improve service outcomes.
- 1014 years of experience in IT support, service desk, or IT operations environments.
- Demonstrated experience managing and leading frontline support teams.
- Strong knowledge of ticket management tools, support workflows, and operational processes.
- Excellent leadership, coaching, and people management capabilities.
- Experience with contact center environments and CCaaS platforms is preferred.
- Prior experience supporting 24x7 operations or rotational shift-based support models.
- Understanding of key service metrics such as SLA compliance, backlog management, First Call Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), and ticket reopen rates.
- Ability to work collaboratively with Quality, Knowledge Management, and Operations stakeholders to drive continuous improvement.
Shift Schedule
The role requires flexibility to work in a rotational shift-based support model. Available shift timings are:
- Shift 1: 6:00 AM 3:00 PM IST
- Shift 2: 2:00 PM 11:00 PM IST
- Shift 3: 10:00 PM 7:00 AM IST
Candidates should be comfortable working across different shifts to support 24x7 operational coverage.
