Aveva

2 months ago

Global IT Service Desk - Team Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead a 24x7, follow-the-sun IT Service Desk in Hyderabad, driving data-driven support, shift performance, and continuous improvement. Coach Analysts, coordinate major incidents, and push knowledge, automation, and AI-assisted support to improve user outcomes and efficiency. Own people management, shift governance, prioritization, escalations, and KPI/SLA outcomes to ensure service quality.

Location: Hyderabad

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead a team of 6-7 Analysts and Senior Analysts across rotating shifts with clear goals and development plans.
•Own the shift’s SLA/KPI outcomes: First Contact Resolution (FCR), Average Handle Time (AHT), backlog, MTTR, CSAT, reopen rate, and ticket hygiene.
•Run daily standups and queue management; balance workload; ensure high-quality shift handovers.
•Produce and present daily/weekly/monthly performance reports with insights and actions.
•Act as Incident Coordinator for P1/P2 during the shift; initiate bridges within 15 minutes and coordinate resolver groups.

Pay and Benefits

Perks:GratuityHealth InsuranceParental LeaveHome OfficeEducation AssistanceWell-being

Key Requirements

•ITIL 4 Foundation mandatory
•Experience leading a 24x7 or follow-the-sun Service Desk with Major Incident responsibility
•Demonstrable KPI improvement delivery (FCR, AHT, CSAT, deflection, backlog)
•Strong data literacy: ability to interpret dashboards and convert insight to action
•Exceptional communication; proven leadership and stakeholder management

Experience:IT servicesEnterprise IT

Skills:LeadershipCommunicationData analysisStakeholder managementCoaching

Certifications:ITIL 4 Foundation

Tech Stack:ITILServiceNowO365IntuneAutopilotWindowsActive DirectoryAzure AD

Company Brief

Aveva

Provides industrial software for engineering, design, and information management across industries including oil & gas, manufacturing, and utilities. Delivers solutions for digital transformation, asset performance, and operations optimization.

Industry: Industrial Automation

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Cambridge, United Kingdom

Founded: 1967

Glassdoor: 3.6

Website LinkedIn

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Aveva

2 months ago

Global IT Service Desk - Team Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Hyderabad

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead a team of 6-7 Analysts and Senior Analysts across rotating shifts with clear goals and development plans.
•Own the shift’s SLA/KPI outcomes: First Contact Resolution (FCR), Average Handle Time (AHT), backlog, MTTR, CSAT, reopen rate, and ticket hygiene.
•Run daily standups and queue management; balance workload; ensure high-quality shift handovers.
•Produce and present daily/weekly/monthly performance reports with insights and actions.
•Act as Incident Coordinator for P1/P2 during the shift; initiate bridges within 15 minutes and coordinate resolver groups.

Pay and Benefits

Perks:GratuityHealth InsuranceParental LeaveHome OfficeEducation AssistanceWell-being

Key Requirements

•ITIL 4 Foundation mandatory
•Experience leading a 24x7 or follow-the-sun Service Desk with Major Incident responsibility
•Demonstrable KPI improvement delivery (FCR, AHT, CSAT, deflection, backlog)
•Strong data literacy: ability to interpret dashboards and convert insight to action
•Exceptional communication; proven leadership and stakeholder management

Experience:IT servicesEnterprise IT

Skills:LeadershipCommunicationData analysisStakeholder managementCoaching

Certifications:ITIL 4 Foundation

Tech Stack:ITILServiceNowO365IntuneAutopilotWindowsActive DirectoryAzure AD

Company Brief

Aveva

Industry: Industrial Automation

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Cambridge, United Kingdom

Founded: 1967

Glassdoor: 3.6

Website LinkedIn