AVEVA is creating software trusted by over 90% of leading industrial companies.

Job Title: Global IT Service Desk - Team Lead
Location: Hyderabad
Employment Type: Full Time

Job Purpose

Lead a 24x7, follow-the-sun Service Desk team to deliver excellent, data-driven support. Own shift performance, service quality, communications, and continuous improvement. Coach Team Members and Senior Analysts, coordinate major incidents, and drive knowledge, automation, and AI-assisted support to improve user outcomes and efficiency. Accountable for people management, shift governance, prioritization, approvals (wherever applicable), escalations, and KPI/SLA outcomes.

Duties & Responsibilities

People Leadership

• To ensure the availability of resources to deliver the services. Lead a team of 6-7 Analysts and Senior Analysts across rotating shifts with explicit goals and development plans.
• Conduct weekly 1:1s, monthly team meetings, quarterly performance reviews; manage PTO, schedules, and coverage.
• Recruit, onboard, coach and create succession plans; upload psychological safety and inclusion.





Service Operations & Performance

• Own the shift’s SLA/KPI outcomes: First Contact Resolution (FCR), Average Handle Time (AHT), backlog, Mean Time to Resolve (MTTR), CSAT, reopen rate, and ticket hygiene.
• Run daily standups and queue management; balance workload; ensure high-quality shift handovers.
• Produce and present daily/weekly/monthly performance reports with insights and actions.
• Own queue prioritization and workload management for the shift, partnering with Senior Analyst for technical guidance and trend insights.
• Monitor SLA’s/KPIs daily; lead corrective actions when targets are at risk (capacity changes, swarming, escalations, comms).
• Partner with the ServiceNow team to improve agent workspace, virtual agent, and request workflows; own deflection and self-service adoption targets.
• Identify and prioritize top automation candidates using ticket analytics; track valu

📌 Global IT Service Desk (Hyderabad)
🏢 Aveva
📍 Hyderabad