ServiceDesk Lead

ServiceDesk Lead FTE Hyderabad - Hybrid Normal Shift Lead and manage global L1/L2 Service Desk operations. Drive SLA, KPI, CSAT, and operational excellence. Build an automation-first Service Desk by reducing manual effort through scripting and workflow automation. Implement AI-enabled support capabilities, self-service, and knowledge management. Improve incident, request, problem, and change management processes. Collaborate with cross-functional teams to resolve critical production issues. Mentor, coach, and develop Service Desk engineers. Prepare operational dashboards, executive reports, and service reviews. Drive continuous service improvement and operational transformation initiatives. Required Skills 710 years of experience in IT Infrastructure or Service Desk Operations. Strong leadership and stakeholder management skills. Expertise in ITIL processes and ITSM platforms such as ServiceNow, Jira Service Management, or ManageEngine. Hands-on experience with PowerShell, Python, Bash, REST APIs, Power Automate, or ServiceNow Flow Designer. Experience with Windows, Linux, Active Directory, Microsoft 365, Azure/AWS, and enterprise monitoring tools. Strong analytical, troubleshooting, and problem-solving skills. Passion for automation, AI, and modern IT operations. Preferred Skills Experience with GenAI, Copilot, AI-powered Service Desk, Chatbots, AIOps, or Intelligent Automation. Knowledge of cloud operations, observability, and enterprise IT infrastructure. ITIL and ServiceNow certifications are preferred. .