Tower Lead (Support & Operations)
India
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Job Description
Tower Lead (Support & Operations)
Sholinganallur, Tamil Nadu

Job Summary

Global Service Desk Operations ManagerRole OverviewService Desk Operations Manager is responsible for overseeing the delivery, performance,and continuous improvement of IT service desk operations. This role ensures high-qualityend-user support, efficient incident and request management, and alignment withbusiness objectives and IT service management (ITSM) best practices.Key Responsibilities1. Service Desk Operations Management• Lead and manage global service desk teams• Ensure 24x7 support coverage across regions (APAC, EMEA, Americas).• Oversee incident, request, and escalation handling in line with SLAs/OLAs.• Ensure consistent service delivery standards across all locations.2. Service Delivery & Performance• Monitor and improve key performance metrics such as:o First Call Resolution (FCR)o Voice of Customer (VOC)o SLA compliance• Identify trends, recurring issues, and opportunities for optimization.• Drive service improvement initiatives and automation.3. Stakeholder Management• Act as the primary point of contact for business stakeholders and IT leadership.• Conduct regular service review meetings with internal and external customers.• Collaborate with infrastructure, application, and vendor teams.4. Team Leadership & Development Classification: Internal• Lead, mentor, and develop service desk managers, supervisors, and analysts.• Manage workforce planning, capacity planning, and scheduling.• Conduct performance evaluations and training programs.• Foster a strong customer-centric culture.•5. Tools & Technology Management• Oversee ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management).• Drive adoption of self-service, AI/chatbots, automation, and knowledge bases.• Ensure system availability, reporting accuracy, and tool optimization.6. Reporting & Analytics• Prepare and present executive dashboards and reports.• Analyze data for service improvements and decision-making.• Provide insights into service desk health and performance.7. Continuous Improvement• Identify opportunities for cost optimization and operational efficiency.• Implement automation, shift-left strategies, and digital transformation initiatives.• Benchmark against industry standards and best practices.

Key Responsibilities

Global Service Desk Operations ManagerRole OverviewService Desk Operations Manager is responsible for overseeing the delivery, performance,and continuous improvement of IT service desk operations. This role ensures high-qualityend-user support, efficient incident and request management, and alignment withbusiness objectives and IT service management (ITSM) best practices.Key Responsibilities1. Service Desk Operations Management• Lead and manage global service desk teams• Ensure 24x7 support coverage across regions (APAC, EMEA, Americas).• Oversee incident, request, and escalation handling in line with SLAs/OLAs.• Ensure consistent service delivery standards across all locations.2. Service Delivery & Performance• Monitor and improve key performance metrics such as:o First Call Resolution (FCR)o Voice of Customer (VOC)o SLA compliance• Identify trends, recurring issues, and opportunities for optimization.• Drive service improvement initiatives and automation.3. Stakeholder Management• Act as the primary point of contact for business stakeholders and IT leadership.• Conduct regular service review meetings with internal and external customers.• Collaborate with infrastructure, application, and vendor teams.4. Team Leadership & Development Classification: Internal• Lead, mentor, and develop service desk managers, supervisors, and analysts.• Manage workforce planning, capacity planning, and scheduling.• Conduct performance evaluations and training programs.• Foster a strong customer-centric culture.•5. Tools & Technology Management• Oversee ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management).• Drive adoption of self-service, AI/chatbots, automation, and knowledge bases.• Ensure system availability, reporting accuracy, and tool optimization.6. Reporting & Analytics• Prepare and present executive dashboards and reports.• Analyze data for service improvements and decision-making.• Provide insights into service desk health and performance.7. Continuous Improvement• Identify opportunities for cost optimization and operational efficiency.• Implement automation, shift-left strategies, and digital transformation initiatives.• Benchmark against industry standards and best practices.

Skill Requirements

Global Service Desk Operations ManagerRole OverviewService Desk Operations Manager is responsible for overseeing the delivery, performance,and continuous improvement of IT service desk operations. This role ensures high-qualityend-user support, efficient incident and request management, and alignment withbusiness objectives and IT service management (ITSM) best practices.Key Responsibilities1. Service Desk Operations Management• Lead and manage global service desk teams• Ensure 24x7 support coverage across regions (APAC, EMEA, Americas).• Oversee incident, request, and escalation handling in line with SLAs/OLAs.• Ensure consistent service delivery standards across all locations.2. Service Delivery & Performance• Monitor and improve key performance metrics such as:o First Call Resolution (FCR)o Voice of Customer (VOC)o SLA compliance• Identify trends, recurring issues, and opportunities for optimization.• Drive service improvement initiatives and automation.3. Stakeholder Management• Act as the primary point of contact for business stakeholders and IT leadership.• Conduct regular service review meetings with internal and external customers.• Collaborate with infrastructure, application, and vendor teams.4. Team Leadership & Development Classification: Internal• Lead, mentor, and develop service desk managers, supervisors, and analysts.• Manage workforce planning, capacity planning, and scheduling.• Conduct performance evaluations and training programs.• Foster a strong customer-centric culture.•5. Tools & Technology Management• Oversee ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management).• Drive adoption of self-service, AI/chatbots, automation, and knowledge bases.• Ensure system availability, reporting accuracy, and tool optimization.6. Reporting & Analytics• Prepare and present executive dashboards and reports.• Analyze data for service improvements and decision-making.• Provide insights into service desk health and performance.7. Continuous Improvement• Identify opportunities for cost optimization and operational efficiency.• Implement automation, shift-left strategies, and digital transformation initiatives.• Benchmark against industry standards and best practices.

Other Requirements

Global Service Desk Operations ManagerRole OverviewService Desk Operations Manager is responsible for overseeing the delivery, performance,and continuous improvement of IT service desk operations. This role ensures high-qualityend-user support, efficient incident and request management, and alignment withbusiness objectives and IT service management (ITSM) best practices.Key Responsibilities1. Service Desk Operations Management• Lead and manage global service desk teams• Ensure 24x7 support coverage across regions (APAC, EMEA, Americas).• Oversee incident, request, and escalation handling in line with SLAs/OLAs.• Ensure consistent service delivery standards across all locations.2. Service Delivery & Performance• Monitor and improve key performance metrics such as:o First Call Resolution (FCR)o Voice of Customer (VOC)o SLA compliance• Identify trends, recurring issues, and opportunities for optimization.• Drive service improvement initiatives and automation.3. Stakeholder Management• Act as the primary point of contact for business stakeholders and IT leadership.• Conduct regular service review meetings with internal and external customers.• Collaborate with infrastructure, application, and vendor teams.4. Team Leadership & Development Classification: Internal• Lead, mentor, and develop service desk managers, supervisors, and analysts.• Manage workforce planning, capacity planning, and scheduling.• Conduct performance evaluations and training programs.• Foster a strong customer-centric culture.•5. Tools & Technology Management• Oversee ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management).• Drive adoption of self-service, AI/chatbots, automation, and knowledge bases.• Ensure system availability, reporting accuracy, and tool optimization.6. Reporting & Analytics• Prepare and present executive dashboards and reports.• Analyze data for service improvements and decision-making.• Provide insights into service desk health and performance.7. Continuous Improvement• Identify opportunities for cost optimization and operational efficiency.• Implement automation, shift-left strategies, and digital transformation initiatives.• Benchmark against industry standards and best practices.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.