Customer Service Manager

SuperSeva; Bengaluru; On-site; INR 614,000 - 670,000; Full time

Job summary

SuperSeva in Bengaluru invites a Customer Service Manager (CSM) for a 24x7 Global IT Service Desk supporting US and Europe. You will lead the desk operations, ensure SLA adherence, and drive customer satisfaction by coordinating with Infra, Network, Security, and App Support.

The ideal candidate has 3–5 years of experience, experience managing 8–20+ L1 agents, and hands-on knowledge of ServiceNow, AD, and O365. B.Tech/BCA/BSc IT or equivalent required; 6 days/week, immediate to 15 days notice.

Qualifications

• 3–5 years in IT service desk/CSM roles.
• Experience managing 8–20+ L1 agents.
• Knowledge of ITIL processes and incident handling.

Responsibilities

• Team & operations: manage 10+ L1 agents, shift rosters, leave planning.
• SLA & Audit: conduct daily ticket audits, drive KPI adherence.
• Reporting & Meetings: publish weekly/monthly reports, client meetings.
• ITIL & Incident Handling: enforce ITIL processes, RCAs for recurring issues.
• Cross-Functional Coordination: partner with Infra, Network, Security teams for quick issue resolution.

Skills

English Proficiency

Excel Reporting

PowerPoint Reporting

Leadership

Communication

Education

B.Tech / BCA / B.Sc IT / Any Graduate with IT experience

Tools

ServiceNow

Active Directory

O365/Outlook

VPN

MS Teams

Asset Management

Windows Server

Job description

Job Role: Customer Service Manager (CSM) IT Help Desk

We are hiring a Customer Service Manager (CSM) Help Desk to manage and drive operations for a 24x7 Global IT Service Desk, supporting end users across the United States and Europe.

The role will be responsible for managing the service desk team, ensuring SLA adherence, improving service quality, driving customer satisfaction, and coordinating with cross-functional IT teams for timely issue resolution.

Location: Bengaluru (SuperSeva Office)

Experience: 3–5 Years (Experience managing 8-20+ L1 agents preferred)

Salary: 55,000–60,000 CTC / month

Shift & Schedule: 24x7 Rotational (US EST Aligned), 6 Days/Week

Notice Period: Immediate to 15 Days preferred

Education: B.Tech / BCA / B.Sc IT / Any Graduate with IT experience

Core Responsibilities

• Team & Operations: Manage 10+ L1 agents, build shift rosters, handle leave planning, and train the team.
• SLA & Audit: Conduct daily ticket/call audits, drive SLA/KPI adherence, and maintain high CSAT.
• Reporting & Meetings: Publish weekly/monthly operational reports, host client meetings, and issue MoMs.
• ITIL & Incident Handling: Enforce ITIL processes (Incident/Problem/Change), conduct RCAs for recurring issues, and manage high-severity escalations.
• Cross-Functional Coordination: Partner with Infra, Network, Security, and App Support teams for quick issue resolution.

Required Skills & Tools

• Mandatory Tech: ServiceNow, Active Directory, O365/Outlook, VPN, MS Teams, Asset Management, Basic Windows Server.
• Good-to-Have Tech: ITIL Foundation certification, basic SQL (reporting/troubleshooting).
• Soft Skills: Excellent verbal/written English (neutral accent), advanced Excel/PowerPoint reporting, strong leadership under pressure.