Team Leader - Service Desk

Team Leader - Service Desk

Team Lead - Service Desk

Position Summary

The Team Leader – Global Service Coordination is responsible for managing end‑to‑end 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 24×7 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, follow‑up, coordination with technical teams, and ensuring SLA adherence.
• Service Requests: Review, triage, and coordinate fulfillment activities, ensuring accurate documentation.
• Change Management: Validate pre‑requisites, 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 high‑volume, time‑sensitive 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

Experience Level

Senior Level