Global IT Service Desk - Team Lead

Overview

Lead a 24x7, follow-the-sun Service Desk team to deliver excellent, data-driven support, owning shift performance, service quality, communications, and continuous improvement.

What you'll do

• Lead a team of 6-7 Analysts and Senior Analysts across rotating shifts with clear goals and development plans.
• Conduct weekly 1:1s, monthly team meetings and quarterly performance reviews; manage PTO, schedules and coverage.
• Recruit, onboard, coach and create succession plans; uphold psychological safety and inclusion.
• 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 and ensure high-quality shift handovers.
• Produce and present daily, weekly and monthly performance reports with insights and actions.
• Own queue prioritization and workload management for the shift, partnering with Senior Analysts for technical guidance.
• Monitor SLAs/KPIs daily and lead corrective actions when targets are at risk (capacity changes, swarming, escalations, communications).
• 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 and track value (time saved).
• Maintain up-to-date SOPs, runbooks and shift playbooks; ensure compliance with policies and audits.
• Act as Incident Coordinator for P1/P2 incidents during the shift; initiate bridges within 15 minutes and coordinate resolver groups.
• Ensure post-incident reviews (PIRs) are completed with clear actions, feed into Problem Management and track RCAs to closure.
• Embed Knowledge Center Services (KCS) practices; ensure article accuracy, reuse and coverage, and set monthly publication targets.
• Run ticket quality audits and coaching; deliver enablement plans based on trend analysis.
• Own the training plan, completion tracking and performance follow-up.
• Build relationships with Infra, Apps, Security and Business units; maintain a clear RACI for escalations.
• Serve as first point of escalation beyond Analysts and ensure timely, clear communications.
• Foster a team culture of communication and collaboration with End User Support teams.

What you'll need

• Experience leading a 24x7 or follow-the-sun Service Desk with Major Incident responsibility.
• Demonstrable KPI improvement delivery (FCR, AHT, CSAT, deflection, backlog).
• Strong data literacy: ability to interpret dashboards and convert insight to action.
• Exceptional communication, proven leadership and stakeholder management.
• Knowledge of ITIL processes and methodologies (Incident, Problem, Change).
• Working knowledge of the Microsoft ecosystem: O365, Intune/Autopilot, Windows, Active Directory/Entra ID, Azure AD.
• Understanding of enterprise IT service delivery models and common workplace technologies.
• ITIL 4 Foundation certification (mandatory).

Nice to have

• ServiceNow ITSM/ITOM experience.
• KCS practices.
• SDI certification.
• Knowledge of virtual agent design and optimization.
• Relevant leadership or service management certifications.

Details

• Location: Hyderabad, India.
• Employment type: Full Time.
• Hybrid working: most roles are based at a local AVEVA office with an expectation of being on-site 50% of working hours; the working arrangement will be confirmed during hiring.
• Works rotating shifts across a 24x7 follow-the-sun model.