Service Desk Digital Enablement Lead

Willis Towers Watson; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Willis Towers Watson is seeking a Service Desk Lead in India to coordinate daily operations, monitor KPIs, and drive adoption of AI-enabled support. The role emphasizes coaching, knowledge sharing, and governance to improve service quality and customer satisfaction.

The incumbent will analyze AI trends, support rollout of digital capabilities, and collaborate with IT and business teams to enable continuous improvement and digital transformation.

Qualifications

• Experience leading Service Desk, IT Support, or IT Operations teams.
• Working knowledge of ITIL and ITSM practices.
• Experience managing service levels, KPIs, customer satisfaction, and team performance.
• Exposure to AI-enabled support, automation, knowledge management, or digital workplace technologies.
• Strong communication, coaching, collaboration, and stakeholder management skills.

Responsibilities

• Lead and coordinate day-to-day Service Desk activities and team performance.
• Support achievement of service levels, KPIs, quality, and customer satisfaction targets.
• Coach team members and promote knowledge sharing and best practices.
• Drive adoption of AI-enabled support, self-service, automation, and knowledge management.
• Monitor digital support adoption, usage, ticket deflection, and service trends.
• Support implementation and rollout of new digital support capabilities.
• Promote governance, quality, and knowledge management standards.
• Analyze operational and AI trends to identify improvement opportunities.
• Contribute to continuous improvement and Service Desk modernization initiatives.
• Support change, communication, and training activities across the team.

Skills

Service Desk Lead

ITIL Knowledge

KPI Management

AI-enabled Tools

Stakeholder Mgmt

Job description

Description

Daily Activities:

• Coordinate daily Service Desk operations, workload distribution, and resource coverage.

• Monitor service levels, KPIs, quality, and customer satisfaction.

• Provide coaching, guidance, and knowledge sharing to Service Desk analysts.

• Support adoption and effective use of AI-enabled tools such as Moveworks Flash AI.

• Monitor AI, self-service, knowledge, automation, and ticket deflection trends.

• Identify operational and digital support improvement opportunities.

• Promote knowledge-sharing and consistent use of Service Desk processes.

• Support rollout, training, and adoption of new digital support capabilities.

• Collaborate with Service Desk leadership and technology teams on improvement initiatives.

• Escalate operational issues and risks as appropriate

Business Value:

• Improves Service Desk operational performance and service quality.

• Increases adoption and value of AI, automation, and self-service capabilities.

• Improves employee experience through more efficient and consistent support.

• Reduces avoidable Service Desk workload through knowledge and automation.

• Enables data-driven continuous improvement.

• Strengthens team capability and readiness for digital transformation.

The Role:

• Lead and coordinate day-to-day Service Desk activities and team performance.
• Support achievement of service levels, KPIs, quality, and customer satisfaction targets.
• Coach team members and promote knowledge sharing and best practices.
• Drive adoption of AI-enabled support, self-service, automation, and knowledge management.
• Monitor digital support adoption, usage, ticket deflection, and service trends.
• Support implementation and rollout of new digital support capabilities.
• Promote governance, quality, and knowledge management standards.
• Analyze operational and AI trends to identify improvement opportunities.
• Contribute to continuous improvement and Service Desk modernization initiatives.
• Support change, communication, and training activities across the team.

Qualifications

The Requirements

• Proven experience leading or coordinating Service Desk, IT Support, Customer Support, or IT Operations teams.
• Working knowledge of ITIL and IT Service Management practices.
• Experience managing service levels, KPIs, customer satisfaction, and team performance.
• Experience supporting service or process improvement initiatives.
• Exposure to AI-enabled support, automation, knowledge management, or digital workplace technologies.
• Strong interest in emerging technologies and their practical application to Service Desk operations.
• Strong communication, coaching, collaboration, and stakeholder management skills.
• Ability to lead teams through process, technology, and operational change.
• Strong analytical and problem-solving skills.
• Ability to translate operational data and trends into practical improvement actions.

WTW is an Equal Opportunity Employer