Team Leader Service Desk

Team Lead - Service Desk

Position Summary

The Team Leader Global Service Coordination is responsible for managing endtoend service coordination activities across multiple global regions. The role oversees a team of Service Coordinators engaged in handling Incidents Requests Change tasks Dispatch management Logistics coordination and Field Operations support.
The position requires strong leadership capabilities operational discipline stakeholder collaboration and the ability to deliver consistent service performance in a 247 global environment. The role demands night shift availability to effectively support US and UK business hours.

Key Responsibilities

1. People Leadership & Team Management

• Lead supervise and develop a team of 15 Global Service Coordinators.
• Conduct structured performance reviews coaching sessions and competency development plans.
• Ensure adherence to company policies code of conduct and HR compliance frameworks.
• Maintain team schedules leave planning and shift adherence.

2. Service Coordination & Workflow Management

• Oversee and manage coordination across key workflows:
• Incident Management: Assignment prioritization followup coordination with technical teams and ensuring SLA adherence.
• Service Requests: Review triage and coordinate fulfillment activities ensuring accurate documentation.
• Change Management: Validate prerequisites schedule field resources and ensure change readiness and closure compliance.
• Dispatch Management: Assign field engineers or technicians based on skills region and availability.
• Logistics Coordination: Facilitate part movement RMA requests shipping vendor coordination and tracking.
• Field Operations Support: Coordinate site visits access requirements prerequisites and live communication between customers and field teams.

3. Operational & Performance Management

• Ensure team compliance with SLA OLA and KPI targets (response times dispatch accuracy update cadence etc.).
• Maintain consistent queue hygiene aging control and ticket quality standards.
• Ensure all activities are documented within Service Now ITSM tools according to defined processes.
• Implement continuous improvement initiatives aimed at improving efficiency accuracy and customer experience.

4. Escalation Governance

• Act as the primary escalation point for service coordination issues.
• Collaborate with engineering support logistics vendors field operations and service delivery teams to resolve escalated cases.
• Provide timely communication and updates to internal and external stakeholders.

5. Reporting Analytics & Documentation

• Prepare and maintain daily/weekly/monthly operational reports using Power BI and Excel.
• Analyze operational trends ticket patterns repeat issues and resource utilization.
• Present performance insights and improvement recommendations to leadership.
• Maintain process documentation SOPs and workflow instructions as per audit and compliance standards.

6. Compliance Quality & Governance

• Ensure compliance with corporate standards regulatory guidelines data security policies and audit requirements.
• Maintain high quality in ticket handling documentation and communication.
• Facilitate process adherence within Incident Request Change Dispatch and Field Ops workflows.

Required Qualifications

• Minimum 1.5 years of people management experience in Global Service Coordination Service Desk NOC or related support functions.
• Prior experience managing a team of 10 or more staff.
• Understanding of ServiceNow ITSM processes (Incident Request Change Dispatch).
• Ability to manage operations in highvolume timesensitive environments.
• Excellent communication and stakeholder management skills across global teams.

Preferred Qualifications

• Experience with Power BI advanced Excel or equivalent analytical/reporting tools.
• Familiarity with ITSM systems such as ServiceNow Remedy Salesforce Freshservice or equivalent.
• Exposure to Dispatch Field Operations Logistics workflows or coordination-based service delivery environments.
• Certifications such as ITIL Foundation are an added advantage.

Core Competencies

• Leadership & People Development
• Service Delivery Orientation
• Process Excellence & Governance
• Data Analysis & Reporting
• Escalation & Crisis Management
• Stakeholder Collaboration
• Communication & Professionalism