In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

Vistance Networks is seeking an experienced Lead, IT Service Desk to supervise Level 1 and Level 2 support operations for a global user community. The role is accountable for shift performance, customer experience, SLA and KPI achievement, team development, and consistent execution of IT service management processes. The position also leads incident management and critical incident coordination, supports Change Advisory Board (CAB) call management, and uses Freshworks CRM / Freshservice to manage tickets, workflows, service reporting, and customer interactions. This is a work-from-office role based in Hyderabad and require rotational shifts, on-call support, and occasional weekend or evening coverage.

How You'll Help Us Connect the World:

Service Desk Operations and Team Leadership

• Lead daily Service Desk operations across assigned shifts and maintain effective 24x5 coverage.

• Manage workforce schedules, shift handovers, workload allocation, skills coverage,



and operational readiness.

• Monitor SLA, KPI, first-contact resolution, backlog, ticket quality, customer satisfaction, and mean time to resolve (MTTR).

• Act as the hierarchical escalation point for complex, overdue, or high-impact user issues and coordinate Tier 2 to Tier 4 support.

• Coach, train, and mentor Service Desk Analysts; support onboarding, performance management, retention, and succession planning.

• Provide hands-on first-line support during high-volume periods or critical business events.

• Ensure incidents and service requests are prioritized, assigned, updated, escalated, resolved, and closed with complete documentation.

Incident Management and Critical Incidents

• Own and govern Incident Management in line with ITIL practices, ensuring transparent prioritization, timely escalation, stakeholder communication, service restoration, and closure.

• Lead critical incident bridge calls an

📌 Lead, IT Service Desk (Hyderabad)
🏢 Vistance Networks
📍 Hyderabad