Team Lead - Service DeskPosition Summary
The Team Leader – Global Service Coordination is responsible for managing end‑to‑end service coordination activities across multiple global regions. The role oversees a team of Service Coordinators engaged in handling Incidents, Requests, Change tasks, Dispatch management, Logistics coordination, and Field Operations support.The position requires solid leadership capabilities, operational discipline, stakeholder collaboration, and the ability to deliver consistent service performance in a 24×7 global environment. The role demands night shift availability to effectively support US and UK business hours.

Key Responsibilities
1. People Leadership & Team Management

Lead, supervise, and develop a team of 15+ Global Service Coordinators.
Conduct structured performance reviews, coaching sessions, and competency development plans.
Ensure adherence to company policies, code of conduct, and HR compliance frameworks.
Maintain team schedules, leave planning, and shift adherence.

2. Service Coordination & Workflow Management





Oversee and manage coordination across key workflows:

Incident Management: Assignment, prioritization, follow‑up, coordination with technical teams, and ensuring SLA adherence.
Service Requests: Review, triage, and coordinate fulfillment activities, ensuring accurate documentation.
Change Management: Validate pre‑requisites, schedule field resources, and ensure change readiness and closure compliance.
Dispatch Management: Assign field engineers or technicians based on skills, region, and availability.
Logistics Coordination: Facilitate part movement, RMA requests, shipping, vendor coordination, and tracking.
Field Operations Support: Coordinate site visits, access requirements, prerequisites, and live communication between customers and field teams.

3. Operational & Performance Management

Ensure team compliance with SLA, OLA, and KPI targets (response times, dispatch accuracy, update cadence, etc.).
Maintain c

📌 Team Leader (Bengaluru)
🏢 Computacenter AG oHG
📍 Bengaluru