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 productive, 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

📌 IT Service Desk Team Leader (New Delhi)
🏢 Erm
📍 New Delhi