Global IT Service Desk - Team Leader

**AVEVA is creating software trusted by over 90% of leading industrial companies.**

**Job Title: Global IT Service Desk - Team Lead**

**Location: Hyderabad**

**Employment Type:** Full Type

**Job Purpose**

Lead a 24x7, follow-the-sun Service Desk team to deliver excellent, data-driven support. Own shift performance, service quality, communications, and continuous improvement. Coach Team Members and Senior Analysts, coordinate major incidents, and drive knowledge, automation, and AI-assisted support to improve user outcomes and efficiency. Accountable for people management, shift governance, prioritization, approvals (wherever applicable), escalations, and KPI/SLA outcomes.

**Duties & Responsibilities**

**People Leadership**

+ To ensure the availability of resources to deliver the services. Lead a team of 6-7 Analysts and Senior Analysts across rotating shifts with clear goals and development plans.
+ Conduct wee...