Service Desk- Team Lead

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