Service Desk Lead APAC

Overview

Service Desk Lead for APAC, responsible for managing global service desk operations, incident escalation, and team coverage across assigned regions.

What you'll do

• Oversee and manage the rota of Service Desk Technicians for coverage and efficiency.
• Develop and maintain an exit strategy and ensure smooth responsibility transitions.
• Establish and manage a backup system for annual and sickness leave coverage.
• Monitor adherence to global SLAs and performance targets.
• Manage P1 and P2 incidents, including organizing bridge calls for escalation and resolution.
• Lead and mentor a global IT service desk team and provide daily handover documentation.
• Create knowledge articles and report service desk performance to senior management.

What you'll need

• Minimum 4 years of experience in technical or similar IT roles.
• Expertise in ServiceNow ticketing for incident management and reporting.
• Proven leadership abilities in managing, guiding, and mentoring teams.
• Proven experience in IT service desk operations.
• Strong technical knowledge of IT systems, hardware, and software.
• Proficiency in IT service management tools and ticketing systems (e.g., ServiceNow, Jira).
• Familiarity with ITIL or other IT service management frameworks.

Details

• Location: India - Remote.
• Be part of an on-call rota for weekend support.