Betsol - Operations Manager - IT Service Desk & NOC

Company Description :

BETSOL is a cloud-first digital transformation and data management company delivering innovative products and IT services to enterprises in over 40 countries. Our portfolio includes Zmanda (Zmanda.com), a leading open-source backup and recovery solution offering up to 50% TCO savings, and BETSOL Global IT Services (BETSOL.com), which designs and supports end-to-end enterprise solutions that accelerate time-to-market.

Headquartered in Broomfield, Colorado with a global delivery center in Bangalore, India, BETSOL is recognized for its engineering patents, award-winning solutions, and industry-leading Net Promoter Score (2x the industry average). We pride ourselves on being employee-centric, offering comprehensive benefits, competitive salaries, 401(k), volunteer programs, scholarships, and modern workplace amenities including fitness centers, cafes, and recreation spaces.

Role Overview :

We are seeking an experienced Operations Manager to lead our Service Desk and Network Operations Center (NOC) teams. This role is critical in ensuring high-quality IT service delivery, seamless frontline support, proactive monitoring, and continuous operational excellence across a global IT environment.

The Operations Manager will focus on team leadership, process optimization, SLA governance, and stakeholder engagement, while driving performance improvements and operational automation.

Key Responsibilities :

• Lead and mentor Service Desk and NOC teams, ensuring optimal staffing, 24x7 coverage, and high performance.
• Own and improve SLA compliance, FCR (First Call Resolution), MTTD / MTTR metrics, and incident escalation workflows.
• Oversee NOC operations, including proactive monitoring, alert management, and capacity planning.
• Drive excellence in Service Desk operationsticket quality, knowledge management, and customer satisfaction.
• Partner with cross-functional teams to ensure effective incident resolution and seamless service delivery.
• Govern operational reporting and analytics, including dashboards, KPIs, and executive-level performance reviews.
• Ensure adherence to ITIL frameworks, governance policies, audits, BCP / DR readiness, and compliance requirements.
• Identify opportunities for process improvement, automation, and operational efficiency.
• Develop talent through training programs, certifications, mentorship, and recognition initiatives.

Qualifications :

Preferred Certifications :

(ref : hirist.tech)