Lead, IT Service Desk

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

Vistance Networks is seeking an experienced Lead, IT Service Desk to supervise Level 1 and Level 2 support operations for a global user community. The role is accountable for shift performance, customer experience, SLA and KPI achievement, team development, and consistent execution of IT service management processes. The position also leads incident management and critical incident coordination, supports Change Advisory Board (CAB) call management, and uses Freshworks CRM / Freshservice to manage tickets, workflows, service reporting, and customer interactions.

This is a work-from-office role based in Hyderabad and may require rotational shifts, on-call support, and occasional weekend or evening coverage.

How You'll Help Us Connect the World

• Service Desk Operations and Team Leadership
• Lead daily Service Desk operations across assigned shifts and maintain effective 24x5 coverage.
• Manage workforce schedules, shift handovers, workload allocation, skills coverage, and operational readiness.
• Monitor SLA, KPI, first-contact resolution, backlog, ticket quality, customer satisfaction, and mean time to resolve (MTTR).
• Act as the hierarchical escalation point for complex, overdue, or high-impact user issues and coordinate Tier 2 to Tier 4 support.
• Coach, train, and mentor Service Desk Analysts; support onboarding, performance management, retention, and succession planning.
• Provide hands-on first-line support during high-volume periods or critical business events.
• Ensure incidents and service requests are prioritized, assigned, updated, escalated, resolved, and closed with complete documentation.
• Incident Management and Critical Incidents
• Own and govern the Incident Management process in line with ITIL practices, including prioritization, escalation, restoration, communication, and closure.
• Lead critical incident bridge calls, coordinate resolver teams, maintain stakeholder updates, and drive timely service restoration.
• Ensure accurate incident timelines, business-impact assessments, escalation records, and post-incident review documentation.
• Analyze incident trends, recurring failures, SLA breaches, and MTTR; partner with Problem Management teams on corrective actions.
• Change Management and CAB Call Management
• Coordinate and facilitate CAB calls, including agenda preparation, change review, action tracking, minutes, approvals, and stakeholder follow-up.
• Review planned changes for user impact, service desk readiness, support coverage, communication needs, risk, and rollback requirements.
• Brief Service Desk teams on approved changes, releases, and deployments that may affect ticket volumes or user experience.
• Track change-related incidents and provide operational feedback to Change Management and technical teams.
• Service Delivery, Governance, and Continuous Improvement
• Apply ITIL practices across incident, request, problem, change, knowledge, service level, and continual improvement processes.
• Produce dashboards, operational reports, trend analysis, and service reviews for management and business stakeholders.
• Maintain standard operating procedures, knowledge articles, escalation paths, and audit-ready records.
• Drive shift-left, self-service, automation, knowledge reuse, and proactive endpoint support to reduce ticket volume and improve resolution speed.
• Collaborate with global infrastructure, network, application, security, and business teams to improve service quality and user experience.
• Manage operational risks, vendor-delivered services, staffing requirements, and service continuity plans.
• Participate in daily operations stand-ups, governance reviews, audits, and service improvement initiatives.
• Tools and Reporting
• Use Freshworks CRM / Freshservice for ticket management, customer interaction tracking, SLA monitoring, workflow automation, dashboards, reporting, and knowledge management.
• Use ServiceNow or equivalent ITSM tools where required for incident, request, change, problem, and configuration management.
• Support service desk telephony, remote support, endpoint management, and user-experience monitoring tools.

Work Environment

• This role is required to operate from the Vistance Networks office in Hyderabad.
• Availability for rotational shifts, on-call coverage, Critical incident support, CAB calls, and weekend work.
• Extended computer use is required.

Required Qualifications for Consideration

• Include demonstrated competencies and physical, mental, & interpersonal skills.
• Bachelor's degree in Computer Science, Computer Engineering, or a related field.
• ITIL Foundation certification or equivalent practical knowledge of ITIL service management practices.
• Strong understanding of SLA and KPI management, ticket quality, workforce planning, reporting, and service improvement.
• Ability to facilitate incident bridges and CAB calls and communicate clearly with technical teams, business stakeholders, and leadership.
• Working knowledge of Windows, Microsoft 365, Exchange/Outlook, endpoint devices, mobile devices, network connectivity, and common enterprise applications.
• Strong leadership, coaching, customer service, conflict resolution, analytical, decision-making, and problem-solving skills.
• Excellent written and verbal English communication skills with the ability to translate technical information into user-friendly language.
• Ability to prioritize multiple issues under pressure and work effectively across local, virtual, and matrixed teams.
• Proficiency in Microsoft Office and service reporting tools.

You Will Excite Us If You Have

Freshservice/Freshworks, ServiceNow, ITIL 4, Agile, Scrum, or project management certification.

Experience with workflow automation, self-service, endpoint management, remote support, contact-center telephony, or user-experience tools.

Why Join Us?

Vistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks.

Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.