ADB SAFEGATE is the global leader in airside solutions, supporting operations at more than 3,000 airports through a network of 40 offices worldwide.
We are establishing ADB SAFEGATE LABS in Hyderabad, our newest extension of global engineering capabilities. The Labs focus on building and evolving digital platforms, data-driven services, and AI-enabled solutions that support airport operations across Airfield, Apron, Tower, and Weather domains.
THE PROSPECT
Lead our 24x7 global Service Desk team (7 direct reports) delivering world-class support to airport customers globally.
You'll own operational leadership and governance for Incident, Request, Problem, and Change Management while maintaining our ~70% first-contact resolution rate and driving continuous improvement.
This is a hands-on leadership role combining team management, process ownership, and strategic service delivery.
WHAT YOU'LL DO
Team Leadership
- Lead, coach, and develop a 24x7 global Service Desk team across shifts
- Ensure optimal capacity planning and shift coverage aligned with best practices
- Provide line management, performance coaching, and pastoral care
- Step in as hands-on analyst when needed to cover unplanned gaps
Service Operations
- Maintain ticket quality and process compliance across ITIL frameworks
- Ensure calls answered within defined KPIs; drive first-contact resolution targets
- Act as escalation point for critical/high-impact incidents
- Manage Response and Resolution SLAs; influence resolver groups and third parties
Change & Configuration Management
- Own day-to-day Change Management: chair CAB meetings, ensure audit compliance
- Maintain and communicate Forward Schedule of Change to stakeholders
- Own Configuration Management Database (CMDB) accuracy and governance
- Minimize change-related incidents through robust planning and execution
Governance & Reporting
- Produce customer and internal reports (weekly/monthly/quarterly/ad hoc)
- Ensure adherence t
📌 Service Desk- Team Lead (India)
🏢 ADB SAFEGATE
📍 India
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