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ServiceDesk Strategy & Operations Lead

10 years

5 - 7 Lacs

Hyderābād

Posted:2 weeks ago| Platform: GlassDoor logo

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Skills Required

strategy service support management planning vision transitions governance controls audits analysis leadership reporting benchmarking drive training recognition collaboration reports metrics technology consistency itil certification security communication learning development power agility creativity

Work Mode

On-site

Job Type

Part Time

Job Description

The Service Desk Strategy and Operations Lead is responsible for overseeing the strategic direction and operations of the service desk team. This role ensures the delivery of high-quality IT support services, aligns service desk activities with organizational goals, and drives continuous improvement initiatives.
This is an individual contributor role focusing on technical expertise and project execution, rather than direct management of staff.
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Role expectations

The Service Desk Strategy and Operations Lead is responsible for overseeing the strategic direction and operations of the service desk team. This role ensures the delivery of high-quality IT support services, aligns service desk activities with organizational goals, and drives continuous improvement initiatives.
This is an individual contributor role focusing on technical expertise and project execution, rather than direct management of staff.
.

What we're looking for


Role expectations

· Strategic Planning
o Develop, refine, implement the service desk strategy to align with Enterprise IT’s vision o Define and standardize the SLAs and KPIs of the services Lead transitions and expansions of service desk operations to new regions or to incorporate new services.

  • Governance & Controls

o Establish and maintain governance frameworks, controls and standards for service desk
o Conduct internal audits, gap analysis, and document remediations.

  • Operational Management

o Conduct regular service operations performance review with Core leadership, regional IT leaders, and service desk.
o Provide regular and accurate management reporting on IT service performance. o Conduct regular assessments (CSAT, SWOT, Gap, Benchmarking) and share the results with all stakeholders.
  • Make recommendations for service improvement and ensure timely follow-through to optimize service delivery and drive a continuous improvement culture.
  • Responsible for ServiceDesk Agent experience, including skills & training, rewards & recognition, workload, and capacity management.

  • Collaboration & Reporting

  • Work closely with regional service desk leaders to assure high-level service performance.
  • Generate and share reports, dashboards, and metrics with stakeholders.
  • Act as a facilitator and relationship builder, working across teams and functions to identify improvement opportunities and solve problems

What we’re looking for

· Bachelor’s degree in computer science, Information technology or relevant industry experience required
  • 10+ years of varied, IT experience, including but not limited to IT end-user services or operations.
  • 5+ years of proven IT Service Management experience, business relationships, vendor management, and the entire service lifecycle.
  • Experience with service management platforms such as ServiceNow

· Ability to manage and prioritize tasks efficiently.
· Readiness to demonstrate a proactive attitude
  • A complete understanding of the organization’s business.
  • An ability to think critically about systems and to adjust consistency as needed.
· Experience in a large, geographically dispersed environment
· ITIL & ITSM Knowledge & Experience, preferably certification
· Expertise in establishing strong governance with effective processes, procedures, and policies.
· Information security working knowledge is a plus.
· Willingness to learn and ability to quickly master new concepts.
· Strong professional written and verbal communication skills. Should be comfortable with presenting and public speaking.
· Self-motivation and ability to take responsibility
· Candidates who show a keen understanding of end-user services with an equal level of competence operating in a dynamic, growing, changing, and highly socialized environment will be best suited for success in this position.

About Align Technology

Your growth and well-being:
At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
  • Health and well-being programs to keep you thriving in both body and mind.
  • Employee-exclusive discounts on Invisalign products.
  • Learning opportunities through online learning resources and support for your individual development plans.
  • Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.

Discover Align:
We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.

As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.

Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!
Applicant Privacy Policy:
Review our Applicant Privacy Policy for additional information.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.

Department

Information Technology

Employment Type

Full Time

Location

APAC-India-IT Delivery Center Hyderabad

Workplace type

Onsite

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