Lead Service Desk
Core
Lead end-to-end Global Service Desk operations, managing incidents, service requests, and ticket queues to ensure SLA compliance and drive backlog reduction.
Role type
Senior Service Desk Operations Manager / Team Lead
Builds
Global IT service delivery and operational stability for enterprise clients
Domain
IT Operations / Service Management
Deliverable
dashboards & analysis
Required skills
Service Desk Operations leadership, ITIL/ITSM framework expertise, Incident and Major Incident Management, ServiceNow proficiency, SLA/KPI management, Stakeholder management, Escalation handling
Preferred skills
Global/multi-region team management, Vendor management, Workforce planning, Continuous service improvement, Customer experience (CX) optimization, KPI reporting tools
Technologies
ServiceNow
Responsibilities
Lead end-to-end Global Service Desk operations and ensure delivery of agreed service outcomes; Manage incidents, service requests, calls, chats, and ticket queues effectively; Drive SLA compliance, timely ticket acknowledgements, resolutions, and backlog reduction; Ensure optimal staffing, workload balancing, and smooth shift handovers across teams; Provide leadership, coaching, and day-to-day guidance to Service Desk Analysts; Act as the primary escalation point for operational, technical, and customer issues; Support onboarding, training, capability development, and performance management of team members; Lead resolution of high-priority and escalated incidents.
Seniority
Senior, hands-on IC with management responsibilities
