ERM is the world’s largest specialist sustainability consultancy, with over 50 years of experience helping organizations navigate complex environmental, social, and governance challenges. We bring together a global community of experts to deliver meaningful impact for our clients and the planet.

The Global Delivery

Centre (GDC) in Gurugram is ERM’s global operating backbone. It delivers business enablement services in Finance, HR, IT, and Commercial Operations to ensure ERM’s global business runs seamlessly, efficiently, and consistently. At the GDC, you will: · Be part of a hub that ensures ERM’s business continuity worldwide. · Collaborate with colleagues across geographies to support global operations. · Drive consistency, compliance, and efficiency in core functions. · Work with digital, automation, and AI-enabled tools to optimise how ERM operates. · Work in shifts where required, depending on the role.

As processes mature and automation increases, reliance on shifts will reduce. Why this role matters? As a Service Desk Team Lead, you will support ERM's global delivery by ensuring efficient, consistent, and customer-focused IT support services across the organization.

You will work within the Global IT function, partnering with regional IT teams, business stakeholders, and support specialists to resolve incidents, manage service requests, and improve operational performance. This role is critical to maintaining business continuity, enhancing user experience, driving process excellence, and enabling ERM's global workforce to operate effectively. What your impact is? · Consistently achieving or exceeding SLA and KPI targets across Incident, Request, and Problem Management processes. · Maintaining a healthy ticket backlog through effective queue management and prioritization. · Improving end-user satisfaction by delivering timely and high-quality support services. · Driving continuous improvement initiatives that enhance service desk efficiency and operational effectiveness. · Developing a knowledgeable and high-performing support team through coaching, mentoring, and performance management. · Ensuring strong adherence to ITIL standards, governance requirements, and service management best practices.

What will you bring? · Proven experience leading Service Desk, IT Support, or Technical Support teams in a global environment.



· Strong understanding of ITIL Service Management practices, including Incident, Request, Problem, and Escalation Management. · Experience monitoring and reporting on service desk KPIs, SLAs, and operational performance metrics. · Strong analytical and problem-solving skills with the ability to identify trends and drive improvements. · Excellent stakeholder management and communication skills, with the ability to engage both technical and non-technical audiences. · Experience working with ticketing and IT Service Management tools such as ServiceNow, Jira Service Management, Freshservice, or similar platforms. · Ability to manage competing priorities and perform effectively in a fast-paced setting. · Experience coaching, mentoring, and developing support analysts and team members. Preferred qualifications, skills &

competencies · ITIL Foundation, ITIL Practitioner, or other Service Management certifications. · Experience working in a global delivery centre or shared services environment. · Exposure to automation, self-service technologies, and AI-enabled support solutions. · Experience supporting geographically distributed teams across multiple time zones. · Knowledge of Microsoft 365, Azure, Active Directory, and enterprise IT infrastructure environments.

Key responsibilities · Lead and supervise the Service Desk team to deliver high-quality 1st and 2nd line support services. · Monitor ticket queues, workloads, and backlog to ensure SLA compliance and effective service delivery. · Drive adherence to ITIL processes and service management best practices. · Review escalations, identify root causes, and support effective resolution of complex issues. · Track and report service desk performance metrics to Global IT leadership. · Analyze service trends and implement process improvements to enhance efficiency and user experience. · Manage team capacity, resource allocation, and workload balancing across priorities. · Conduct coaching, training, and performance management activities for team members.



· Support onboarding and knowledge transfer activities for new employees. · Collaborate with global IT teams and business stakeholders to improve support services and operational outcomes. At ERM, sustainability is our business. We are the world’s largest advisory firm focused solely on sustainability, offering unparalleled expertise across business and finance.

ERM partners with clients to operationalize sustainability at pace and scale, through our unique combination of strategic transformation and technical delivery capabilities. Our diverse global team of experts works with the world’s leading organizations to help them set clear sustainability targets, measure progress and operationalize strategy through deep implementation and business transformation. With more than 50 years of experience, our ability to integrate sustainability solutions and our depth and breadth of technical knowledge are why organizations choose to partner with us as their trusted advisor.

Every one of us firmly believes in the potential to create value for our clients through an integrated approach to sustainability (because we have personally seen it and professionally achieved it). Our team members are passionate about client service. We work closely with our clients to help them operationalize their sustainability goals and meet their environmental, health and safety objectives while advancing ERM’s purpose through delivering tangible progress in what the United Nations coined The Decade of Action.

Organizing our people across globally integrated communities of technical and strategic talent positions ERM to be a “boots to boardroom” leader in bringing that value creation to our clients, partners, and the world. We recruit exceptional professionals with a personal and professional passion for sustainability and nurture them to even greater success as specialists. We prepare our consultants to bring integrated, innovative and sustainable solutions to our clients and provide opportunities for ongoing development across a variety of subject areas related to technical, business, and personal growth.

At ERM, effort pays off and becomes career defining work that leaves a positive imprint on our planet. ERM Homepage Explore All Open Roles Explore Early Careers Roles Explore Experienced Professional Roles Explore Partnership Roles Processing Notice

📌 IT Service Desk Team Leader (New Delhi)
🏢 ERM India Private
📍 New Delhi