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 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 Incident Management in line with ITIL practices, ensuring clear prioritization, timely escalation, stakeholder communication, service restoration, and closure.

- Lead critical incident bridge calls and coordinate Infrastructure, Applications, Network, Security, and other resolver teams to restore service quickly.

- Maintain accurate incident timelines, business-impact assessments, escalation records, stakeholder updates, and post-incident review documentation.

- Support root cause analysis and Problem Management by identifying recurring incidents, service trends, SLA breaches, and opportunities for corrective or preventive action.

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Change Management and CAB Call Management

- Coordinate and facilitate CAB calls, including agenda preparation, change review, action tracking, minutes, approvals, and stakeholder follow-up.

- Assess planned changes for user impact, operational risk, Service Desk readiness, support coverage, communication needs, and rollback requirements.

- Facilitate change awareness and deployment-readiness communications for approved changes, releases, and deployments.

- Track change-related incidents and provide operational feedback to Change Management, technical teams, and business stakeholders.

Service Delivery, Governance, and Continuous Improvement

- Apply ITIL practices across incident, request, problem, change, knowledge, service level, and continual improvement processes.

- Drive measurable service improvements by analyzing performance trends, recurring issues, customer feedback, and operational risks.

- Partner with business leaders and Infrastructure, Applications, Network, Security, and other IT teams to improve service quality and ensure customer expectations are consistently met or exceeded.

- Produce dashboards, operational reports, trend analyses, and service reviews that clearly communicate service performance, improvement actions, and operational risks.

- Implement automation, self-service, shift-left, and proactive support initiatives to reduce ticket volume and improve resolution speed.

- Improve knowledge management processes, documentation quality, knowledge reuse, standard operating procedures, and escalation paths.

- Participate in audits, leadership meetings, governance reviews, and compliance activities, representing the Service Desk alongside other operational and technical leaders.

- Manage operational risks, vendor-delivered services, staffing requirements, and service continuity plans.

Key Performance Measures

- SLA compliance and service availability and quality metrics.

- First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and ticket backlog reduction.

- Customer Satisfaction (CSAT) and knowledge base utilization.

- Employee engagement, development, and retention.

Tools and Reporting

- Use ServiceNow, Freshservice/Freshworks, Jira Service Management, or a similar ITSM platform for ticket management, SLA monitoring, workflow automation, reporting, and knowledge 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 occasional evening or weekend work.

- Extended computer use is required.

Required Qualifications for Consideration:

- Bachelor's degree in Computer Science, Computer Engineering, or a related field with a minimum of 10+ years of experience and 3+ years of experience leading a service desk team

- ITIL Foundation certification or equivalent practical knowledge of ITIL service management practices.

- Strong understanding of SLA and KPI management, workforce planning, ticket quality, reporting, service improvement, and global shift operations.

- 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.

- Demonstrated coaching and mentoring, decision-making, conflict-resolution, analytical, and problem-solving abilities.

- Excellent written and verbal English communication skills, a customer-focused mindset, and the ability to translate technical information into clear, user-friendly language.

- Ability to make sound decisions, prioritize multiple issues, and perform effectively under pressure across local, virtual, and matrixed teams.

- Continuous improvement mindset with proficiency in Microsoft Office and service reporting tools

You Will Excite Us If You Have:

- Freshservice/Freshworks, ServiceNow, Jira Service Management, ITIL 4, Agile, Scrum, or project management certification.

- Experience handling global support teams and shift operations is an advantage.

- 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.