Global IT Service Desk - Team Lead

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.
• 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.

India Benefits

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.

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 remote. The working arrangement for this position will be confirmed during the hiring process.

Hiring Process

Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.

About AVEVA

AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life such as energy, infrastructure, chemicals, and minerals, safely, efficiently, and more sustainably.

We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy.

AVEVA requires all successful applicants to undergo and pass a drug screening and comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third-party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.