Who Are We?
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 OPPORTUNITY
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 to ISO****, ISO/IEC*******, ISO/IEC***** standards
Support BSI audits and compliance activities
Drive continual service improvement across processes and tools
Escalation & Accountability
Escalate issues to Customer Experience Manager; act as backup when absent
Handle urgent situations calmly with incomplete information
Drive customer-first culture and timely resolution mindset
We're Looking for Someone With:
5+ years in Service Desk/Support roles, including 3+ years as Team Leader/Manager including coaching, mentoring, and staff development.
3+ years recent experience as Service Support Analyst in B2B software support (direct ticket ownership)
Operational Change Management experience (governance, CAB leadership)
Technical knowledge (support perspective) of hardware/infrastructure and COTS software: Linux, Windows, Oracle SQL, VMware
Strong written and verbal communication skills; ability to influence across levels and functions.




Ability to operate calmly under pressure, make timely decisions with incomplete information, and handle urgent situations.
Strong organization, planning, estimation skills; ability to multi-task and monitor others' activities.
High attention to detail; robust comprehension and lateral thinking.
Integrity, transparency, and a customer-first mindset
Preferred Qualifications
ITIL Practitioner or Expert certification
Experience with Atlassian tools (Jira Service Management, Confluence, Jira Insight)
Experience in aviation, critical infrastructure, or 24x7 global operations
Familiarity with airport operational systems or mission-critical environments
ServiceNow or similar ITSM platform experience
Education:
B.Tech/B.E.
in Computer Science, IT, Electronics, or related field
M.Tech/MS
is a plus
Equivalent experience with strong technical foundation considered
Why Join ADB SAFEGATE Labs India?
Protect critical infrastructure:
Work on security for systems that impact millions of travelers globally—aviation cybersecurity is one of the most challenging and impactful domains
Shape global security standards:
Be among the founding cybersecurity team at our India hub—define security practices, policies, and culture from the ground up
Unique technical challenges:
Secure highly integrated IoT systems, real-time control systems, and cloud-connected aviation platforms—rare exposure to OT/IT convergence security
Global impact & exposure:
Join a 1,500+ employee organization with presence in 40 countries; work on solutions deployed at 3,000+ airports worldwide

📌 Service Desk- Team Lead (India)
🏢 ADB SAFEGATE
📍 India