Director - Employee Help Desk and Tier 1 Support

NTT DATA Global Delivery Services Ltd; Gurugram District; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

NTT DATA Global Delivery Services Ltd in Gurugram, India seeks a Director of the Employee Help Desk to lead Tier 1 support and transform the employee experience through automation and AI. You will set strategy, oversee operations, and drive continuous improvement across HR, Payroll, Benefits, and related services.

The role demands senior leadership, deep knowledge of service delivery platforms such as ServiceNow HRSD, and a track record of delivering measurable improvements in CX, first-contact

Qualifications

• Bachelor's degree in a related discipline.
• 10+ years of experience in employee services, HR operations, shared services, help desk management, or service delivery.
• Proven leadership experience managing enterprise-scale Employee Help Desk or Shared Services functions.
• Deep understanding of employee support operating models, case management, and service delivery best practices.
• Demonstrated experience designing and implementing Tier 1 support strategies that improve employee experience and operational efficiency.
• Experience leveraging AI-enabled support models, automation, or digital workforce technologies.

Responsibilities

• Lead the vision, strategy, and roadmap for the Employee Help Desk and Tier 1 support operations.
• Oversee teams handling employee inquiries across HR, Payroll, Benefits, and related services.
• Establish and maintain service delivery standards, KPIs, SLAs, and continuous improvement programs.
• Drive automation initiatives and digital workforce implementations within Tier 1 support.
• Transform Tier 1 into an employee experience hub with self-service improvements.
• Collaborate with HR Technology, IT, and Digital Experience teams to enhance workflows and knowledge management.

Skills

Strategic Leadership

Employee Experience Design

Service Delivery Excellence

Agentic AI and Intelligent Automation

Digital Transformation

Workflow Optimization

Knowledge Management

Stakeholder Management

Data-Driven Decision Making

Change Leadership

Education

Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related discipline

Tools

ServiceNow HR Service Delivery

Employee Center

Job description

Director, Employee Help Desk (Tier 1 Support & Employee Experience) Director, Employee Help Desk (Tier 1 Support & Employee Experience) The Company NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Role Overview

The Director, Employee Help Desk is responsible for leading and transforming the organization’s Tier 1 employee support function into a best-in-class employee experience channel. This role will oversee the strategy, operations, and continuous improvement of employee support services, leveraging automation, AI, agentic technologies, and self-service capabilities to drive efficiency, improve employee satisfaction, and reduce resolution time. The ideal candidate will possess deep expertise in employee help desk operations, service management platforms, and digital workflow solutions. They will play a critical role in evolving Tier 1 support from a traditional service desk into an intelligent experience layer that enables employees to quickly access information, self-resolve issues, and execute transactions with minimal effort.

Key Responsibilities

• Help Desk Strategy & Leadership Develop and execute the vision, strategy, and roadmap for the Employee Help Desk and Tier 1 support operations.
• Lead teams responsible for handling employee inquiries, requests, and transactions across HR, Payroll, Benefits, and related employee services.
• Establish and maintain service delivery standards, KPIs, SLAs, and continuous improvement programs.
• Drive operational excellence through standardized processes, governance, and service management best practices.
• Employee Experience & Self-Service Transformation Transform the Tier 1 help desk into an employee experience hub that promotes digital adoption and self-service.
• Design and implement strategies that improve employee satisfaction, first-contact resolution, and service accessibility.
• Identify opportunities to simplify employee interactions and eliminate friction across support journeys.
• AI, Agentic Automation & Digital Workforce Lead the adoption and implementation of Agentic AI, intelligent virtual assistants, and digital workers within Tier 1 support.
• Design and deploy autonomous or semi-autonomous workflows that enable employees to complete transactions and resolve issues through conversational interfaces.
• Continuously evaluate emerging technologies to enhance employee support effectiveness and efficiency.
• Drive automation initiatives that reduce manual effort while improving service quality and scalability.
• Service Management & Technology Serve as a subject matter expert in employee help desk platforms and case management systems.
• Leverage ServiceNow or comparable workflow and service management platforms to optimize employee support delivery.
• Partner with HR Technology, IT, and Digital Experience teams to enhance workflows, knowledge management, and service operations.
• Ensure robust service analytics, reporting, and insights to support decision-making and service enhancement.
• Knowledge Management & Process Excellence Establish and maintain an effective knowledge management framework.
• Improve Tier 1 resolution rates through enhanced knowledge articles, guided support, and digital assistance.
• Identify process improvement opportunities and drive standardization across employee support services.

Qualifications

• Required Experience Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related discipline.
• Required Experience 10+ years of experience in employee services, HR operations, shared services, help desk management, or service delivery.
• Required Experience Proven leadership experience managing enterprise-scale Employee Help Desk or Shared Services functions.
• Required Experience Deep understanding of employee support operating models, case management, and service delivery best practices.
• Required Experience Demonstrated experience designing and implementing Tier 1 support strategies that improve employee experience and operational efficiency.
• Required Experience Experience leveraging AI-enabled support models, automation, or digital workforce technologies.
• Preferred Experience Hands-on experience with ServiceNow HR Service Delivery (HRSD), Employee Center, or similar service management and workflow platforms.
• Preferred Experience Experience implementing agentic AI solutions, intelligent virtual agents, chatbots, and workflow automation technologies.
• Preferred Experience Knowledge of HR technology ecosystems and employee service delivery platforms.
• Preferred Experience Certifications in Service Management (ITIL), ServiceNow, Lean Six Sigma, or related disciplines are highly desirable.

Key Competencies

• Strategic Leadership
• Employee Experience Design
• Service Delivery Excellence
• Agentic AI and Intelligent Automation
• Digital Transformation
• Workflow Optimization
• Knowledge Management
• Stakeholder Management
• Data-Driven Decision Making
• Continuous Improvement
• Change Leadership

Success Measures

• Increased employee self-service adoption.
• Improved Tier 1 resolution rates and reduced escalation volumes.
• Enhanced employee satisfaction (CSAT/ESAT).
• Increased automation and digital transaction completion rates.
• Reduction in case handling time and operational costs.
• Successful deployment and adoption of agentic AI capabilities across employee services.

Experience Level Executive Level