BW Forsyth Partners LLC is seeking an IT Manager for their Chennai office to lead the India Service Desk team, ensuring high-quality IT support and maintaining customer satisfaction. The role requires a blend of technical expertise and people management skills, focusing on effective issue resolution and team development
Job Summary
Lead and manage a team of Service Desk employees in India, providing coaching, mentoring, performance management, and ongoing professional development.
Act as a working manager, spending approximately 50% of time handling escalations and complex issues while supporting overall ticket flow as needed.
Build strong partnerships with business stakeholders to understand their needs, anticipate issues, and identify technology solutions that enable effective business execution.
Matching Summary
Match Score: 85
BW Forsyth Partners LLC is seeking an IT Manager for their Chennai office to lead the India Service Desk team, ensuring high-quality IT support and maintaining customer satisfaction. The role requires a blend of technical expertise and people management skills, focusing on effective issue resolution and team development.
Skills & Requirements
Must-have
Information systems knowledge
Service desk operations
People leadership
High-quality IT support
Business alignment
Customer service excellence
Issue resolution
Technical solutions delivery
Nice-to-have
Truly Human Leadership culture
Continuous improvement mindset
Problem-solving skills
Adaptability to business needs
Key Requirements
Bachelor’s degree in IT, Computer Science, or equivalent experience
15+ years of overall experience
5+ years in leading IT support or Service Desk teams
Demonstrated experience balancing hands-on technical work with people management
Strong background in PC configuration, troubleshooting, and enterprise IT support
Proven ability to deliver high levels of customer service