Service Desk Lead

We are looking for a passionate and experienced Service Desk Lead to lead next-generation IT support operations with a strong focus on automation, AI-driven service delivery, and operational excellence. This role is ideal for someone who enjoys transforming traditional Service Desk operations into a proactive, intelligent, and highly automated support organization.

As the Service Desk Lead, you will manage global support operations, mentor high-performing teams, and ensure exceptional customer experience by driving SLA compliance, service quality, and continuous improvement. You will partner with Infrastructure, Cloud, Security, and Engineering teams to streamline IT operations and deliver best-in-class support services.

Key Responsibilities

• 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

• 812 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 anyone of them or more 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.