Lead and shape a global IT support organization from the ground up, based in Hyderabad, with responsibility for building, managing, and optimizing IT Service Desk and Remote Desktop Support functions. This role is central to delivering seamless, around-the-clock technical support to a global user base, ensuring service excellence across time zones and locations.
Key Responsibilities
- Recruit, mentor, and lead a skilled support team, fostering a culture of accountability, collaboration, and customer-centric service.
- Ensure uninterrupted 24x7x365 operations for global IT support, maintaining strong service levels and rapid issue resolution.
- Oversee onsite technical support at the India location, aligning local operations with global standards.
- Implement and refine ITIL-aligned processes for incident handling, service requests, and knowledge sharing to improve efficiency and consistency.
- Drive automation, self-service adoption, and process optimization to enhance end-user experience and reduce resolution times.
- Develop and maintain comprehensive service documentation, SOPs, and knowledge resources to support team performance.
- Collaborate with infrastructure, security, and application teams to ensure integrated and reliable service delivery.
- Manage vendor relationships and outsourcing partners, ensuring alignment with service goals and performance metrics.
- Generate performance reports and dashboards tracking CSAT, incident trends, SLA compliance, and resource use, providing insights to leadership.
- Present strategic recommendations based on data to improve service quality and operational effectiveness.
Qualifications
Candidates should hold a bachelor’s degree in computer science, information technology, or a related field, with over 10 years of IT support experience, including at least 5 years in leadership. Proven experience managing global, 24/7 support teams—especially in offshore environments—is essential. Familiarity with ServiceNow and other ITSM platforms, along with a solid understanding of the ITIL framework, is required. Strong analytical, communication, and stakeholder engagement skills are critical. A customer-first mindset and experience in performance reporting and continuous improvement initiatives are highly valued. An advanced degree or ITIL certification is a plus.
Work Environment
This is an onsite role based in Hyderabad, India, operating within a flexible model that balances in-person collaboration with adaptability for personal and professional needs. The workplace emphasizes inclusion, belonging, and authentic engagement, supporting a culture where diverse perspectives thrive.
Company Values
The organization values collaboration, innovation, and execution. Teams work collectively toward shared goals, encourage creative thinking, and maintain a focus on high performance and accountability. Employees are encouraged to bring their authentic selves to work in a supportive, equitable environment.
