Service Desk- Team Lead

Service Desk- Team Lead

Contract Type: Permanent

Job Location: Hyderabad - India

Who Are We?

ADB SAFEGATE is the global leader in airside solutions, supporting operations at more than 3,000 airports through a network of 40 offices worldwide.

We are establishing ADB SAFEGATE LABS in Hyderabad, our newest extension of global engineering capabilities. The Labs focus on building and evolving digital platforms, data-driven services, and AI-enabled solutions that support airport operations across Airfield, Apron, Tower, and Weather domains.

THE OPPORTUNITY

Lead our 24x7 global Service Desk team (7 direct reports) delivering world-class support to airport customers globally.

You'll own operational leadership and governance for Incident, Request, Problem, and Change Management while maintaining our ~70% first-contact resolution rate and driving continuous improvement.

This is a hands-on leadership role combining team management, process ownership, and strategic service delivery.

WHAT YOU'LL DO

Team Leadership

• Lead, coach, and develop a 24x7 global Service Desk team across shifts
• Ensure optimal capacity planning and shift coverage aligned with best practices
• Provide line management, performance coaching, and pastoral care
• Step in as hands-on analyst when needed to cover unplanned gaps

Service Operations

• Maintain ticket quality and process compliance across ITIL frameworks
• Ensure calls answered within defined KPIs; drive first-contact resolution targets
• Act as escalation point for critical/high-impact incidents
• Manage Response and Resolution SLAs; influence resolver groups and third parties

Change & Configuration Management

• Own day-to-day Change Management: chair CAB meetings, ensure audit compliance
• Maintain and communicate Forward Schedule of Change to stakeholders
• Own Configuration Management Database (CMDB) accuracy and governance
• Minimize change-related incidents through robust planning and execution

Governance & Reporting

• Produce customer and internal reports (weekly/monthly/quarterly/ad hoc)
• Ensure adherence to ISO9001, ISO/IEC20000-1, ISO/IEC27001 standards
• Support BSI audits and compliance activities
• Drive continual service improvement across processes and tools

Escalation & Accountability

• Escalate issues to Customer Experience Manager; act as backup when absent
• Handle urgent situations calmly with incomplete information
• Drive customer-first culture and timely resolution mindset

We're Looking for Someone With:

• 5+ years in Service Desk/Support roles, including 3+ years as Team Leader/Manager including coaching, mentoring, and staff development.
• 3+ years recent experience as Service Support Analyst in B2B software support (direct ticket ownership)
• Operational Change Management experience (governance, CAB leadership)
• Technical knowledge (support perspective) of hardware/infrastructure and COTS software: Linux, Windows, Oracle SQL, VMware
• Strong written and verbal communication skills; ability to influence across levels and functions.
• Ability to operate calmly under pressure, make timely decisions with incomplete information, and handle urgent situations.
• Strong organization, planning, estimation skills; ability to multi-task and monitor others' activities.
• High attention to detail; strong comprehension and lateral thinking.
• Integrity, transparency, and a customer-first mindset

Preferred Qualifications

• ITIL Practitioner or Expert certification
• Experience with Atlassian tools (Jira Service Management, Confluence, Jira Insight)
• Experience in aviation, critical infrastructure, or 24x7 global operations
• Familiarity with airport operational systems or mission-critical environments
• ServiceNow or similar ITSM platform experience

Education:

• B.Tech/B.E. in Computer Science, IT, Electronics, or related field
• M.Tech/MS is a plus
• Equivalent experience with strong technical foundation considered

Why Join ADB SAFEGATE Labs India?

• Protect critical infrastructure: Work on security for systems that impact millions of travelers globally-aviation cybersecurity is one of the most challenging and impactful domains
• Shape global security standards: Be among the founding cybersecurity team at our India hub-define security practices, policies, and culture from the ground up
• Unique technical challenges: Secure highly integrated IoT systems, real-time control systems, and cloud-connected aviation platforms-rare exposure to OT/IT convergence security
• Global impact & exposure: Join a 1,500+ employee organization with presence in 40 countries; work on solutions deployed at 3,000+ airports worldwide