IT Service Desk Team Leader

ERM; New Delhi; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

ERM is seeking a Service Desk Team Lead to oversee 1st and 2nd line IT support across the organisation, ensuring high-quality service and strong adherence to ITIL practices. The role involves monitoring queues, driving improvements, and coaching a global team to enhance incident resolution and user satisfaction.

The incumbent will work with regional IT teams and business stakeholders to optimize support delivery, report performance, and support IT governance in a dynamic, multinational

Qualifications

• Proven experience leading Service Desk, IT Support, or Technical Support teams.
• Strong understanding of ITIL Service Management practices including Incident, Request, Problem, and Escalation Management.
• Experience monitoring and reporting on service desk KPIs, SLAs, and operational performance metrics.
• Excellent stakeholder management and communication with technical and non-technical audiences.
• Familiarity with ticketing and ITSM tools such as ServiceNow, Jira Service Management, Freshservice or similar.
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Lead and supervise the Service Desk team to deliver high-quality 1st and 2nd line support.
• Monitor ticket queues, workloads, and backlog to ensure SLA compliance and effective service delivery.
• Drive adherence to ITIL processes and service management best practices.
• Review escalations, identify root causes, and support effective resolution of complex issues.
• Track and report service desk performance metrics to Global IT leadership.
• Analyze service trends and implement process improvements to enhance efficiency and user experience.
• Manage team capacity, resource allocation, and workload balancing across priorities.
• Conduct coaching, training, and performance management activities for team members.
• Support onboarding and knowledge transfer activities for new employees.
• Collaborate with global IT teams and business stakeholders to improve support services and operational outcomes.

Skills

Service Desk Leadership

ITIL

Ticketing Tools

Incident Management

Stakeholder Management

SLA/KPI Tracking

Automation Awareness

Education

ITIL Foundation

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Job Description

ERM is the world’s largest specialist sustainability consultancy, with over 50 years of experience helping organisations navigate complex environmental, social, and governance challenges. We bring together a global community of experts to deliver meaningful impact for our clients and the planet.
The Global Delivery Centre (GDC) in Gurugram is ERM’s global operating backbone. It delivers business enablement services in Finance, HR, IT, and Commercial Operations to ensure ERM’s global business runs seamlessly, efficiently, and consistently.
At the GDC, you will:

• Be part of a hub that ensures ERM’s business continuity worldwide.
• Collaborate with colleagues across geographies to support global operations.
• Drive consistency, compliance, and efficiency in core functions.
• Work with digital, automation, and AI-enabled tools to optimise how ERM operates.
• Work in shifts where required, depending on the role. As processes mature and automation increases, reliance on shifts will reduce.
• Why this role matters?
  

As a Service Desk Team Lead, you will support ERM's global delivery by ensuring efficient, consistent, and customer-focused IT support services across the organization. You will work within the Global IT function, partnering with regional IT teams, business stakeholders, and support specialists to resolve incidents, manage service requests, and improve operational performance. This role is critical to maintaining business continuity, enhancing user experience, driving process excellence, and enabling ERM's global workforce to operate effectively.

• What your impact is?
  

Success in this role will be demonstrated through:

• Consistently achieving or exceeding SLA and KPI targets across Incident, Request, and Problem Management processes.
• Maintaining a healthy ticket backlog through effective queue management and prioritization.
• Improving end-user satisfaction by delivering timely and high-quality support services.
• Driving continuous improvement initiatives that enhance service desk efficiency and operational effectiveness.
• Developing a knowledgeable and high-performing support team through coaching, mentoring, and performance management.
• Ensuring strong adherence to ITIL standards, governance requirements, and service management best practices.
• What you'll bring
• Proven experience leading Service Desk, IT Support, or Technical Support teams in a global environment.
• Strong understanding of ITIL Service Management practices, including Incident, Request, Problem, and Escalation Management.
• Experience monitoring and reporting on service desk KPIs, SLAs, and operational performance metrics.
• Strong analytical and problem-solving skills with the ability to identify trends and drive improvements.
• Excellent stakeholder management and communication skills, with the ability to engage both technical and non-technical audiences.
• Experience working with ticketing and IT Service Management tools such as ServiceNow, Jira Service Management, Freshservice, or similar platforms.
• Ability to manage competing priorities and perform effectively in a fast-paced environment.
• Experience coaching, mentoring, and developing support analysts and team members.
• Preferred
• ITIL Foundation, ITIL Practitioner, or other Service Management certifications.
• Experience working in a global delivery centre or shared services environment.
• Exposure to automation, self-service technologies, and AI-enabled support solutions.
• Experience supporting geographically distributed teams across multiple time zones.
• Knowledge of Microsoft 365, Azure, Active Directory, and enterprise IT infrastructure environments.
• Key Responsibilities
• Lead and supervise the Service Desk team to deliver high-quality 1st and 2nd line support services.
• Monitor ticket queues, workloads, and backlog to ensure SLA compliance and effective service delivery.
• Drive adherence to ITIL processes and service management best practices.
• Review escalations, identify root causes, and support effective resolution of complex issues.
• Track and report service desk performance metrics to Global IT leadership.
• Analyze service trends and implement process improvements to enhance efficiency and user experience.
• Manage team capacity, resource allocation, and workload balancing across priorities.
• Conduct coaching, training, and performance management activities for team members.
• Support onboarding and knowledge transfer activities for new employees.
• Collaborate with global IT teams and business stakeholders to improve support services and operational outcomes.

Requirements