Job Title: Global IT Service Desk - Team Lead

Location: Hyderabad

Employment Type: Full Type

Job Purpose

Lead a 24x7, follow-the-sun Service Desk team to deliver excellent, data-driven support. Own shift performance, service quality, communications, and continuous improvement. Coach Team Members and Senior Analysts, coordinate major incidents, and drive knowledge, automation, and AI-assisted support to improve user outcomes and efficiency. Accountable for people management, shift governance, prioritization, approvals (wherever applicable), escalations, and KPI/SLA outcomes.

Duties Responsibilities People Leadership

- To ensure the availability of resources to deliver the services. Lead a team of 6-7 Analysts and Senior Analysts across rotating shifts with transparent goals and development plans.
- Conduct weekly 1:1s, monthly team meetings, quarterly performance reviews; manage PTO, schedules, and coverage.
- Recruit, onboard, coach and create succession plans; upload psychological safety and inclusion.

Service Operations Performance
- Own the shifts SLA/KPI outcomes: First Contact Resolution (FCR), Average Handle Time (AHT), backlog, Mean Time to Resolve (MTTR), CSAT, reopen rate, and ticket hygiene.
- Run daily standups and queue management; balance workload; ensure high-quality shift handovers.
- Produce and present daily/weekly/monthly performance reports with insights and actions.
- Own queue prioritization and workload management for the shift, partnering with Senior Analyst for technical guidance and trend insights.
- Monitor SLAs/KPIs daily; lead corrective actions when targets are at risk (capacity changes, swarming, escalations, comms).
- Partner with the ServiceNow team to improve agent workspace, virtual agent, and request workflows; own deflection and self-service adoption targets.
- Identify and prioritize top automation candidates using ticket analytics; track value (time saved).
- Maintain up-to-date SOPs, runbooks,



and shift playbooks; ensure compliance with policies and audits.

Major Incident Problem Management
- Act as Incident Coordinator for P1/P2 during the shift; initiate bridges within 15 minutes and coordinate resolver groups.
- Ensure post-incident reviews (PIRs) are completed with clear actions, feed into Problem Management and track RCAs to closure.

Knowledge, Quality Training
- Embed Knowledge Center Services (KCS) practices; ensure article accuracy, reuse, and coverage. Set monthly publication targets.
- Run ticket quality audits and coaching; deliver enablement plans based on trend analysis.
- Senior Analysts support delivery of coaching/knowledge sessions; Team Leader remains accountable for training plan, completion tracking, and performance follow-up.

Stakeholder Management Escalations
- Build strong relationships with Infra, Apps, Security, and Business units; maintain a clear RACI for escalations.
- Serve as first point of escalation beyond Analysts; ensure timely, clear communications.
- Foster a team culture of greater communication and collaboration with End User Support teams

Experience Skills
- Experience leading a 24x7 or follow-the-sun Service Desk with Major Incident responsibility.
- Demonstrable KPI improvement delivery (FCR, AHT, CSAT, deflection, backlog).
- Strong data literacy: ability to interpret dashboards and convert insight to action.
- Exceptional communication; proven leadership and stakeholder management.
- Desirable: ServiceNow ITSM/ITOM experience, KCS practices, SDI certification, knowledge of virtual agent design/optimization.

Technical Knowledge
- ITIL processes and methodologies (Incident, Problem, Change).
- Microsoft ecosystem: O365, Intune/Autopilot, Windows, Active Directory/Entra ID, Azure AD.
- Enterprise IT service delivery models and common workplace technologies.

Qualifications
- ITIL 4 Foundation mandatory
- Relevant leadership or service management certifications advantageous.

📌 Global IT Service Desk - Team Leader (Hyderabad)
🏢 Aveva
📍 Hyderabad