AVEVA is creating software trusted by over 90% of leading industrial companies. Job Title: Global IT Service Desk - Team Lead Location: Hyderabad Employment Type: Full Time 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 shift’s 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 SLA’s/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. • This role requires working a rotating shift pattern to support 24x7 Service Desk operations. Shifts include APAC (06:00–15:00), EMEA (14:00–23:00) and AMER (22:00–07:00), on a rostered basis including public holidays where required. • 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. IT at AVEVA Our global team of 300+ IT professionals is responsible for the systems and platforms that keep AVEVA running. By empowering our colleagues and ensuring the smooth operation of the company, we help keep the business healthy and productivity high. We also provide key support for the transformation and modernisation efforts globally. We pride ourselves on a collaborative, inclusive and authentic culture that provides a framework allowing for autonomy, whilst always being available for support and guidance. We respect the differences that each team member brings and seek to include those perspectives in our solutions for our business functions. The energy and sense of purpose is evident when talking to team members, you will feel part of something special from the first day you join. Find out more: https://www.aveva.com/en/about/careers/ India Benefits include: Gratuity, Medical and accidental insurance, very attractive leave entitlement, emergency leave days, childcare support, maternity, paternity and adoption leaves, education assistance program, home office set up support (for hybrid roles), well-being support It’s possible we’re hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive. Find out more: aveva.com/en/about/careers/benefits/ Hybrid working We work in a hybrid way at AVEVA. Most roles are based at a local AVEVA office, with an expectation of being on-site 50% of your working hours to support collaboration and connection. Some positions are fully office-based depending on the nature of the work, and certain roles that support specific customers or markets may be re