Global IT Service Desk Team Lead

About the role

Lead a 24x7 follow‑the‑sun Service Desk team in Hyderabad, ensuring excellent, data‑driven support and continuous improvement. You will own shift performance, service quality, and drive automation and AI‑assisted support.

Key responsibilities

• Manage a team of 6‑7 Analysts and Senior Analysts across rotating shifts, handling hiring, coaching, performance reviews and succession planning.
• Own SLA/KPI outcomes such as FCR, AHT, MTTR, CSAT and ticket hygiene; run daily stand‑ups, queue management and produce performance reports.
• Coordinate major incidents (P1/P2), initiate bridges, ensure post‑incident reviews and track root‑cause analysis.
• Partner with ServiceNow to improve agent workspace, virtual agent and self‑service adoption; identify automation candidates and track time‑saved value.
• Maintain SOPs, runbooks and shift playbooks, ensuring compliance with policies and audits.

Required profile

• Proven experience leading a 24x7 or follow‑the‑sun Service Desk with major incident responsibility.
• Demonstrated ability to improve KPIs such as FCR, AHT, CSAT and backlog.
• Strong data literacy and ability to turn dashboard insights into actions.
• Excellent communication, stakeholder management and leadership skills.

Required skills

• ITIL 4 Foundation (mandatory) and preferably additional service‑management certifications.
• ServiceNow ITSM/ITOM experience, including virtual agent design/optimization.
• Microsoft ecosystem: O365, Intune/Autopilot, Windows, Active Directory/Entra ID, Azure AD.
• KCS practices, SDI certification and knowledge of automation tools.

What we offer

• Gratuity, medical and accidental insurance, attractive leave entitlement and emergency leave days.
• Childcare support, maternity/paternity/adoption leave, education assistance, home‑office setup support.
• Hybrid working model with 50% onsite expectation.
• Inclusive, collaborative culture with focus on sustainability and diversity.