ServiceDesk Lead

FTE
Hyderabad - Hybrid

Normal Shift

- Lead and manage global L1/L2 Service Desk operations.
- Drive SLA, KPI, CSAT, and operational excellence.
- Build an automation-first Service Desk by reducing manual effort through scripting and workflow automation.
- Implement AI-enabled support capabilities, self-service, and knowledge management.
- Improve incident, request, problem, and change management processes.
- Collaborate with cross-functional teams to resolve critical production issues.
- Mentor, coach, and develop Service Desk engineers.
- Prepare operational dashboards, executive reports, and service reviews.
- Drive continuous service improvement and operational transformation initiatives.
- Required Skills

- 710 years of experience in IT Infrastructure or Service Desk Operations.
- Strong leadership and stakeholder management skills.




- Expertise in ITIL processes and ITSM platforms such as ServiceNow, Jira Service Management, or ManageEngine.
- Hands-on experience with PowerShell, Python, Bash, REST APIs, Power Automate, or ServiceNow Flow Designer.
- Experience with Windows, Linux, Active Directory, Microsoft 365, Azure/AWS, and enterprise monitoring tools.
- Strong analytical, troubleshooting, and problem-solving skills.
- Passion for automation, AI, and contemporary IT operations.
- Preferred Skills

- Experience with GenAI, Copilot, AI-powered Service Desk, Chatbots, AIOps, or Intelligent Automation.
- Knowledge of cloud operations, observability, and enterprise IT infrastructure.
- ITIL and ServiceNow certifications are preferred.

📌 ServiceDesk Lead (Telangana)
🏢 Jade Global
📍 Telangana