Global IT Service Desk - Team Leader

Job Title: Global IT Service Desk - Team Lead Location: Hyderabad Employment Type: Full Type 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 clear 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 shifts 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 SLAs/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 value (time saved). Maintain up-to-date SOPs, runbooks, and shift playbooks; ensure compliance with policies and audits. Major Incident Problem Management Act as Incident Coordinator for P1/P2 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. Knowledge, Quality Training Embed Knowledge Center Services (KCS) practices; ensure article accuracy, reuse, and coverage. Set monthly publication targets. Run ticket quality audits and coaching; deliver enablement plans based on trend analysis. Senior Analysts support delivery of coaching/knowledge sessions; Team Leader remains accountable for training plan, completion tracking, and performance follow-up. Stakeholder Management Escalations Build strong relationships with Infra, Apps, Security, and Business units; maintain a clear RACI for escalations. Serve as first point of escalation beyond Analysts; ensure timely, clear communications. Foster a team culture of greater communication and collaboration with End User Support teams Experience Skills 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. Desirable: ServiceNow ITSM/ITOM experience, KCS practices, SDI certification, knowledge of virtual agent design/optimization. Technical Knowledge ITIL processes and methodologies (Incident, Problem, Change). Microsoft ecosystem: O365, Intune/Autopilot, Windows, Active Directory/Entra ID, Azure AD. Enterprise IT service delivery models and common workplace technologies. Qualifications ITIL 4 Foundation mandatory Relevant leadership or service management certifications advantageous.