Service Desk- Team Lead

Who Are We

ADB SAFEGATE is the global leader in airside solutions, supporting operations at more than3,000 airportsthrough a network of40 offices worldwide.

We are establishingADB 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 acrossAirfield, Apron, Tower, and Weatherdomains.

THE OPPORTUNITY

Lead our24x7 global Service Desk team(7 direct reports) delivering world-class support to airport customers globally.

You'llown operational leadership and governance for Incident, Request, Problem, and Change Management whilemaintainingour70% first-contact resolution rateand driving continuous improvement.

This is a hands-on leadership rolecombining 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

• Ensureoptimalcapacity 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 definedKPIs; 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 andtimelyresolution mindset

We'reLookingfor Someone With:

• 5+ yearsin Service Desk/Support roles, including3+ years as Team Leader/Managerincluding coaching, mentoring, and staff development.

• 3+ years recent experienceas Service Support Analyst in B2B software support (direct ticket ownership)

• Operational Change Managementexperience (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 tooperatecalmly under pressure, maketimelydecisions with incomplete information, and handle urgent situations.

• Strongorganization, planning, estimation skills; ability to multi-task andmonitorothers 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/MSis a plus

• Equivalent experience with strong technical foundation considered

Why Join ADBSAFEGATELabsIndia

• Protect critical infrastructure:Work on security for systems thatimpactmillions of travelers globallyaviation cybersecurity is one of the most challenging and impactful domains

• Shape global security standards:Be among the founding cybersecurity team at our India hubdefine 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 platformsrare 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

What to learn more about working at ADB SAFEGATE then check out our Career's website

https://adbsafegate.com/about/career/