IT Service Desk Team Leader

ERM is the world’s largest specialist sustainability consultancy, with over 50 years of experience helping organisations navigate complex environmental, social, and governance challenges. We bring together a global community of experts to deliver meaningful impact for our clients and the planet.

The Global Delivery Centre (GDC) in Gurugram is ERM’s global operating backbone. It delivers business enablement services in Finance, HR, IT, and Commercial Operations to ensure ERM’s global business runs seamlessly, efficiently, and consistently.

At the GDC, you will:

·       Be part of a hub that ensures ERM’s business continuity worldwide.

·       Collaborate with colleagues across geographies to support global operations.

·       Drive consistency, compliance, and efficiency in core functions.

·       Work with digital, automation, and AI-enabled tools to optimise how ERM operates.

·       Work in shifts where required, depending on the role. As processes mature and automation increases, reliance on shifts will reduce.

1.    Why this role matters?

As a Service Desk Team Lead, you will support ERM's global delivery by ensuring efficient, consistent, and customer-focused IT support services across the organization. You will work within the Global IT function, partnering with regional IT teams, business stakeholders, and support specialists to resolve incidents, manage service requests, and improve operational performance. This role is critical to maintaining business continuity, enhancing user experience, driving process excellence, and enabling ERM's global workforce to operate effectively.

2.    What your impact is?

Success in this role will be demonstrated through:

·       Consistently achieving or exceeding SLA and KPI targets across Incident, Request, and Problem Management processes.

·       Maintaining a healthy ticket backlog through effective queue management and prioritization.

·       Improving end-user satisfaction by delivering timely and high-quality support services.

·       Driving continuous improvement initiatives that enhance service desk efficiency and operational effectiveness.

·       Developing a knowledgeable and high-performing support team through coaching, mentoring, and performance management.

·       Ensuring strong adherence to ITIL standards, governance requirements, and service management best practices.

3.    What you'll bring

·       Proven experience leading Service Desk, IT Support, or Technical Support teams in a global environment.

·       Strong understanding of ITIL Service Management practices, including Incident, Request, Problem, and Escalation Management.

·       Experience monitoring and reporting on service desk KPIs, SLAs, and operational performance metrics.

·       Strong analytical and problem-solving skills with the ability to identify trends and drive improvements.

·       Excellent stakeholder management and communication skills, with the ability to engage both technical and non-technical audiences.

·       Experience working with ticketing and IT Service Management tools such as ServiceNow, Jira Service Management, Freshservice, or similar platforms.

·       Ability to manage competing priorities and perform effectively in a fast-paced environment.

·       Experience coaching, mentoring, and developing support analysts and team members.

4.    Preferred

·       ITIL Foundation, ITIL Practitioner, or other Service Management certifications.

·       Experience working in a global delivery centre or shared services environment.

·       Exposure to automation, self-service technologies, and AI-enabled support solutions.

·       Experience supporting geographically distributed teams across multiple time zones.

·       Knowledge of Microsoft 365, Azure, Active Directory, and enterprise IT infrastructure environments.

5.    Key Responsibilities

·       Lead and supervise the Service Desk team to deliver high-quality 1st and 2nd line support services.

·       Monitor ticket queues, workloads, and backlog to ensure SLA compliance and effective service delivery.

·       Drive adherence to ITIL processes and service management best practices.

·       Review escalations, identify root causes, and support effective resolution of complex issues.

·       Track and report service desk performance metrics to Global IT leadership.

·       Analyze service trends and implement process improvements to enhance efficiency and user experience.

·       Manage team capacity, resource allocation, and workload balancing across priorities.

·       Conduct coaching, training, and performance management activities for team members.

·       Support onboarding and knowledge transfer activities for new employees.

·       Collaborate with global IT teams and business stakeholders to improve support services and operational outcomes.