Global IT Service Desk Team Leader

About the role

Lead a 24x7 follow‑the‑sun Service Desk team in Hyderabad, ensuring high‑quality, data‑driven support for AVEVA’s global user base. You will own shift performance, service quality, and continuous improvement initiatives while coaching analysts and driving automation and AI‑assisted solutions.

Key responsibilities

• Manage a team of 6‑7 Analysts and Senior Analysts across rotating shifts, setting clear goals and development plans.
• Own shift SLA/KPI outcomes such as First Contact Resolution, Average Handle Time, MTTR, CSAT and ticket hygiene.
• Run daily stand‑ups, queue management, and ensure seamless handovers between shifts.
• Coordinate major incidents (P1/P2), initiate bridges, and lead post‑incident reviews.
• Partner with the ServiceNow team to enhance agent workspaces, virtual agents, and self‑service adoption.
• Identify automation candidates, track time‑saved value, and maintain up‑to‑date SOPs, runbooks and playbooks.
• Conduct weekly 1:1s, monthly team meetings, quarterly performance reviews, and manage recruitment, onboarding and succession planning.

Required profile

• Proven experience leading a 24x7 IT Service Desk or similar support function.
• Strong people‑leadership skills with a focus on coaching, psychological safety and inclusion.
• Excellent analytical abilities to monitor KPIs, produce performance reports and drive corrective actions.
• Effective stakeholder management and clear communication across infrastructure, applications, security and business units.

Required skills

• ServiceNow platform expertise