Service Desk Lead

MEET COMPASS

We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace!

Director, IT Support ( Call Center Operations)

The Director, IT Support Operations serves as the subject matter expert for all IT support contact center solutions across Compass. This role provides strategic and operational leadership for multiple IT Support Operations Managers overseeing client programs within a high-volume, multi-channel BPO environment.

The Director is responsible for ensuring the delivery of high-quality, efficient, and cost-effective IT support services across voice (inbound/outbound), chat, email, ticketing, and other customer support channels. This role partners closely with clients and internal stakeholders to drive operational excellence, achieve contractual service level agreements (SLAs), optimize financial performance, and foster a strong employee culture.

Key responsibilities include incident management oversight, workforce and performance management, client relationship management, continuous process improvement, quality assurance, and operational scalability. The Director ensures consistent execution of support services across technical support, software support, infrastructure-related support functions, and other IT service offerings while maintaining a strong focus on customer experience, operational efficiency, and business results.

This is a remote, work-from-home position. Candidates must maintain a dedicated, professional workspace with a reliable high-speed internet connection capable of supporting voice, video, and system requirements. To ensure business continuity and operational reliability, candidates must also have access to backup power and internet connectivity solutions in the event of service interruptions. 

Key Responsibilities:

• Leadership & Strategy:
• Provide strategic direction and leadership for the organization's IT programs, ensuring operational alignment with client expectations and company goals are consistent with the organization’s global operating model..
• Serve as the senior subject matter expert contact for all things IT support.
• Oversee multiple Tech/IT support client programs
• Attend as needed new client demo/Sales discussions representing IT support
• Operational Oversight:
• Oversee a team of various operations managers that lead day-to-day operations across multiple clients supporting IT services, including helpdesk, tech support, infrastructure, or software-related accounts.
• Ensure direct reports meet service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded.
• Ensure execution of bridge plans for any KPIs that are not meeting target
• Process Improvement & Quality Assurance:
• Identify opportunities for process optimization, automation, and continuous improvement.
• Work closely with Quality, Training, and Workforce Management teams to enhance performance and operational efficiency.
• People Management:
• Oversee, support and develop a team of IT support operations managers.
• Conduct performance reviews, coach for career development, and foster a high-performance culture.
• Client Engagement & Relationship Management:
• Build strong and maintain relationships with client partners and maintain regular communication to ensure satisfaction and address IT concerns proactively.
• Financial & Resource Management:
• Monitor budget, efficiencies, and resource allocation to ensure profitability and optimal delivery.
• Experience in managing cost per transaction accounts is preferred. 
• Provide regular updates to the senior leadership team on program performance, financial health, and risk management.
• Compliance & Risk Mitigation:
• Ensure adherence to data privacy, security, and compliance standards relevant to IT service delivery.
• Mitigate risks through proactive incident management and business continuity planning.

Qualifications and Physical Requirements with or without reasonable accommodation:

• 10+ years of experience in BPO operations, with at least 6+ years in a senior leadership role managing IT or technical support programs.
• Strong understanding of ITIL, service management frameworks, or related methodologies - managing POS & Aloha systems is highly preferred
• Experience managing large teams and working with international clients, especially in tech industries.
• Proven track record of meeting/exceeding operational KPIs and client expectations.
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with strong problem-solving abilities.
• Ability to operate a computer/laptop and a headset.
• Ability to perform all duties of the job while sitting for prolonged periods (i.e., for the duration of shift)
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Availability:

Full-time position with weekdays, weekends, and nighttime availability. This position works Monday - Friday 9am EST - 6pm EST. 

• 8–12 years of experience in IT Service Management / Incident & Problem Management.
• Strong hands-on experience managing Major Incidents and Critical Production Issues.
• Proven experience in Problem Management and RCA.
• Strong understanding of ITIL Incident, Problem, Change, and Service Management processes.
• Experience coordinating multiple technical teams during high-severity incidents.
• Strong knowledge of SLA, KPI, and service performance management.
• Excellent documentation and reporting skills.
• Strong communication and stakeholder management capabilities.
• Ability to work under pressure and make effective decisions during critical incidents.

Preferred Experience

• ITIL certification is highly preferred.
• Experience working with enterprise ITSM tools such as ServiceNow.
• Exposure to SRE, production operations, and service reliability practices.
• Experience working in large-scale enterprise or global delivery environments.
• Knowledge of automation and service improvement methodologies.

Key Competencies

• Strong leadership and ownership mindset.
• Excellent crisis management and decision-making skills.
• Strong analytical and problem-solving abilities.
• Excellent communication with technical and senior business stakeholders.
• Ability to manage multiple incidents and problems simultaneously.
• Strong focus on service quality, reliability, and continuous improvement.

Role

This position provides technical support to end users across a variety of IT-related issues. The role involves identifying, researching, troubleshooting, and resolving technical problems related to computer systems, software, and hardware.

The position responds to support requests received via telephone, email, and other channels, while documenting, tracking, and monitoring issues to ensure timely resolution and adherence to Service Level Agreements (SLAs).

Essential Duties and Responsibilities

• Provide technical assistance and support for incoming queries, calls, and issues related to computer systems, software, and hardware.
• Identify, diagnose, and troubleshoot technical issues and problems.
• Categorize, record, and manage reported queries and provide appropriate solutions.
• Assist users with problem identification and resolution.
• Advise users on the appropriate course of action for reported issues.
• Monitor incidents and service requests from initial reporting through final resolution.
• Escalate unresolved or complex problems to the appropriate level of support when required.
• Provide basic online security guidance and technical support to end users.
• Manage one or more customer service/support functions as assigned.
• Act as a primary point of contact for service users and customers reporting issues or requesting information, access, or other IT services.
• Receive and handle service requests in accordance with established procedures.
• Promptly assign and route support calls and tickets to the appropriate teams.
• Log incidents and service requests and maintain accurate and relevant records.
• Maintain detailed technical documentation within Help Desk tickets, including troubleshooting steps, actions taken, and resolutions.
• Identify and classify incident types and service interruptions.
• Record incidents and categorize them based on symptoms, root causes, and resolutions.
• Support day-to-day operational requirements during changes while minimizing service disruptions.
• Ensure support activities remain aligned with applicable SLAs, IT service management processes, and information security requirements.
• Maintain a typing speed of at least 45 WPM.
• Perform basic hardware and software troubleshooting.
• Demonstrate a good understanding of current operating system functionality.
• Possess a basic understanding of computer hardware.
• Demonstrate proficiency with Microsoft products and applications.
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Skills & Qualifications

Technical Skills

• Good understanding of IT Service Desk and technical support processes.
• Knowledge of ITIL processes and best practices.
• Hands-on experience with ServiceNow or similar IT service management/ticketing tools.
• Working knowledge of Active Directory.
• Experience with Microsoft Office 365.
• Knowledge of account provisioning and account creation.
• Basic understanding of computer hardware and peripherals.
• Basic knowledge of Microsoft Teams and Outlook.
• Good understanding of Windows operating systems and common desktop applications.

Professional Skills

• Excellent verbal and written communication skills.
• Strong customer service and customer-handling skills.
• Ability to diagnose problems and provide effective solutions.
• Strong troubleshooting and problem-solving skills.
• Ability to prioritize and manage multiple incidents and service requests.
• Ability to follow established IT Service Desk procedures and guidelines.
• Ability to work effectively in a team-oriented environment.
• Strong attention to detail and accurate documentation skills.

Experience

• 1–3 years of experience in an IT Service Desk, Help Desk, Technical Support, or similar role.

Educational Qualifications

• B.Tech / B.E. in Computer Science, Information Technology, or a related field; or
• Bachelor of Computer Applications (BCA); or
• B.Sc. in Computer Science / Information Technology or a related field.

Additional Requirements

• Adherence to company IT Service Desk (ITSD) policies, procedures, and guidelines.
• Commitment to maintaining information security and confidentiality.
• Ability to meet defined service levels and provide timely support to end users.

About the Role

We are looking for a customer-focused and technically proficient IT Support Engineer (L1) with 1-2 years of

experience to join our IT Support team. The ideal candidate should have hands-on experience in desktop

support, hardware and software troubleshooting, Microsoft 365 administration, Windows operating

systems, and basic networking.

The candidate will be responsible for providing first-level technical support, resolving user issues, managing

support tickets, configuring end-user devices, and ensuring timely resolution of incidents while delivering

excellent customer service.

Key Responsibilities

End-User Support

• Diagnose and resolve hardware, software, operating system, and application-related issues.

• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices.

• Assist users with Microsoft Office applications and Windows operating systems.

• Perform system health checks and preventive maintenance.

Microsoft 365 Administration

• Create, modify, and manage Microsoft 365 user accounts and licenses.

• Support Microsoft 365 services including:

o Exchange Online

o Microsoft Teams

o OneDrive for Business

o SharePoint Online (Basic)

• Perform password resets and mailbox troubleshooting.

• Manage shared mailboxes, distribution groups, and Microsoft 365 groups.

• Support Microsoft Outlook configuration and synchronization issues.

Windows Administration

• Install, configure, and troubleshoot Windows 10 and Windows 11.

• Join devices to Active Directory or Microsoft Entra ID.

• Configure user profiles and local security settings.

• Perform operating system updates and driver installations.

• Troubleshoot boot, performance, and application issues.

Helpdesk & Ticket Management

• Log, prioritize, and resolve incidents using ITSM/Ticketing tools.

• Ensure incidents are resolved within defined SLA timelines.

• Escalate unresolved issues to senior engineers when required.

• Maintain accurate troubleshooting notes and resolution details.

• Create and update knowledge base articles.

Hardware & Software Support

• Install and configure desktop and laptop hardware.

• Diagnose hardware failures and coordinate warranty replacements.

• Install and update software applications.

• Perform hardware upgrades such as RAM, SSD, and peripheral replacements.

• Support antivirus installation and endpoint protection.

Basic Networking Support

• Troubleshoot LAN, Wi-Fi, and internet connectivity issues.

• Verify IP configuration, DNS, DHCP, and default gateway settings.

• Configure basic TCP/IP settings.

• Assist with printer and network drive connectivity.

• Escalate advanced network issues to the Network Team.

User Administration

• Create and manage Active Directory user accounts.

• Reset passwords and unlock user accounts.

• Manage user permissions and group memberships.

• Assist with onboarding and offboarding activities.

Role: Oracle ERP Support Service Delivery Manager

Location: Marathahalli, Bangalore

Job Description:

Required Skills & Qualifications

Ø Experience: Experience in Oracle ERP Support (Cloud/EBS) and IT Service Delivery Management.

Ø Technical Knowledge: Understanding of Oracle ERP modules (e.g., Financials, HCM, SCM).

Ø Leadership: Small to Medium (15-40) Team management and development skills

Ø Communication: Good client-facing, negotiation, and communication skills.

Key Responsibilities:

Ø Service Delivery Management: Manage end-to-end support operations, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Ø Lead incidents, problems, and change management processes, including supporting patches and new releases. Develop service dashboards, monitor performance metrics, and ensure adherence to compliance and risk management.

Ø Identify opportunities for automation and process optimization within ERP operations.

What You’ll Do:

In the Platform (30–40% of your time)

• Review cloud and data architectures to identify gaps and risks.
• Lead technical triage on P1 incidents — be comfortable on bridge calls and know the right questions to ask.
• Stay hands-on with automation, scripting, and platform operations; you're not above writing the runbook yourself.
• Conduct FinOps reviews including cost anomaly analysis, licence audits, and resource right-sizing, bringing a technical and commercial lens.
• Stress-test transition readiness and define the gates before services move into BAU.

Running the Service (60% of your time)

• Own SLA performance and the RAID log across multiple client engagements.
• Lead sprint retrospectives and daily stand-ups with a strong understanding of Agile ways of working.
• Create executive service review packs that are crisp, data-driven, and actionable.
• Manage the Run / Change / Project boundary and protect BAU capacity from scope creep.
• Mentor and performance-manage a team of engineers, with a strong understanding of technical quality and delivery.
• Navigate commercial structures including fixed retainers, capacity tokens, and NTE caps.

With Clients

• Build trusted relationships with CXO and VP-level stakeholders through technical credibility.
• De-escalate challenging situations with empathy, clarity, and precision.
• Run effective Executive Business Reviews (EBRs) that build client confidence and demonstrate tangible value.

What We’re Looking For

You came up through the technical side — cloud engineering, data engineering, platform, or DevOps — and over time started solving problems beyond purely technical challenges. You now want a role that explicitly combines technical depth, service delivery, operations, and client leadership.

Specifically:

• 8+ years of experience working in cloud and data environments, with meaningful experience in managed services or operational delivery.
• Hands-on expertise in at least one major platform: Azure, AWS, GCP, Snowflake, or Databricks.
• Ability to read infrastructure and diagnose issues at the code/configuration level, not just through dashboards.
• Experience managing complex client relationships, including difficult or escalated conversations.
• Practical working knowledge of ITIL (Incident, Problem, Change) and Agile methodologies.
• Commercial exposure to SOW management, scope negotiation, and capacity planning.
• Strong operational judgment developed through handling critical incidents and making decisions with incomplete information.
• Strong communication, stakeholder management, and team leadership skills.

You don't need to have had "Service Delivery Manager" in your previous title. If your background is in senior data, cloud, platform, or DevOps engineering and you've also handled operations, governance, service delivery, and client-facing responsibilities, we'd like to hear from you.

What You’ll Get

• Opportunity to work across industries, clients, and technologies.
• Exposure to global businesses and complex technology environments.
• Access to technical IP, frameworks, playbooks, and accelerators.
• Exposure to a broad ecosystem of technologies.
• Mentorship and support from experienced senior consultants and technical leaders.
• Strong learning and development support, including certifications, training, hackathons, and mentoring.
• Transparent career progression and structured performance reviews.
• Opportunities to strengthen public speaking, consulting, and leadership skills.
• Comprehensive health insurance.
• Recognition, rewards, and long-term incentives.
• A collaborative environment with regular team and social activities.

Interview Process

The interview process consists of four stages:

1. Technical Online Screening – Baseline assessment of problem-solving and technical capabilities.
2. Introductory & Cultural Assessment – Discussion around experience, career goals, and alignment.
3. Technical Assessment – Detailed evaluation of technical competency by the technical panel.
4. Final Round – Final assessment covering technical depth, leadership, and overall fit.

Role Description

Key Responsibilities:

• Troubleshoot Windows OS and Office 365 issues (Outlook, Teams, OneDrive)
• Handle password resets, account access, and user management (Active Directory)
• Install/configure laptops, desktops, printers, and software
• Perform basic network troubleshooting (Wi-Fi, VPN, DNS)
• Log and track issues in ServiceNow/Jira and meet SLA timelines
• Escalate complex issues to L2 teams
• Support user onboarding/offboarding and system setup
• Maintain basic documentation and SOPs

Required Skills:

• Strong 2-3 years of experience in IT Support / Helpdesk / Desktop Support
• Good knowledge of Windows OS (10/11) and Microsoft Office 365
• Basic exposure to AWS is mandatory.
• Basic knowledge of Active Directory, networking, and security concepts
• Exposure to Linux/Unix environments (basic level)
• Familiarity with ticketing tools (ServiceNow, Jira, etc.)
• Basic understanding of programming/scripting (Java, Python, etc.) is a plus
• Experience in fast-paced or SaaS environments is an advantage
• Strong communication skills (English) and problem-solving ability