Track Lead ServiceNow, IT Service Management

Job description

Lead the day-to-day multilingual Service Desk operation and act as the primary operational governance owner. The Service Desk Lead will ensure staffing coverage, queue control, SLA/KPI adherence, quality, user experience, escalation management, reporting, knowledge adoption and continuous service improvement. Key Responsibilities Manage day-to-day Service Desk operations across the dedicated English/French, Finnish, Dutch and German support teams. • Ensure appropriate staffing, language coverage and queue coverage throughout the 12x5 service window. • Monitor service health, priority tickets, incidents, service requests, backlog, aging, queue performance and user communications. • Allocate work, balance workloads and intervene where tickets are at risk of breaching service levels. • Ensure analysts complete correct categorization, prioritization, troubleshooting, routing, documentation and user communication. • Coach analysts on ticket ownership, customer interaction, First Contact Resolution, knowledge usage and escalation quality. • Coordinate operational issues with customer’s IT Service Manager, resolver groups, tower leads, SMEs and relevant third parties. • Ensure unresolved issues are escalated through the correct operational or governance path. • Maintain an action log and drive assigned actions, risks, dependencies and service improvements to closure. • Participate in Customer Review. Skill Requirements Strong experience managing an enterprise Service Desk or multilingual support operation. • Working knowledge of ITIL-aligned incident, request, knowledge and escalation processes. • Experience in SLA/KPI management, operational reporting, queue management and workforce coordination. • Strong knowledge of ServiceNow or a comparable enterprise ITSM platform. • Ability to analyse operational data and convert findings into corrective actions. • Strong leadership, coaching, stakeholder-management and customer-communication skills. • Experience coordinating with L2/L3 teams, infrastructure/application towers and third-party suppliers. • Ability to manage escalations firmly and constructively. • Strong written and spoken English; additional European-language capability would be beneficial. Other Requirements Consistent 12x5 service and language coverage. • Achievement of applicable SLA and KPI targets. • Controlled ticket backlog and aging. • Accurate ticket routing and high-quality escalation information. • Improved First Contact Resolution and knowledge utilization. • Timely closure of operational risks, escalations and governance actions. • Positive user-satisfaction performance and demonstrable continuous improvement. Apply now 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 230,000 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. 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