Service Desk Lead

Service Desk Lead  Full-time Location: India - Hyderabad Company: Mattel Global Business Services Company Description CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers. Job Description Job Description – Job Title: Service Desk Lead Location: India Hyderabad, Onsite (MTIC) Department: IT Infrastructure & Operations Reports To: IT Manager – IT Support Services Role Summary We are seeking an experienced and customer-focused Service Desk Lead to oversee day-to-day Service Desk operations and support a global user base across multiple time zones. This role will act as the operational lead for the Service Desk function, ensuring high-quality support delivery, effective ticket management, and continuous improvement of support services. The successful candidate will provide leadership and guidance to Service Desk Agents, drive adherence to SLAs and ITIL processes, and act as an escalation point for complex incidents and service requests. This is a hands-on role requiring strong technical troubleshooting capability combined with operational coordination and team leadership. The Service Desk Lead will play a key role in maintaining service quality, improving end-user experience, and supporting the ongoing development of support processes, tooling, and knowledge management practices. Key Responsibilities Service Desk Operations Lead day-to-day Service Desk operations supporting global users across multiple time zones. Monitor ticket queues and ensure incidents and service requests are managed within agreed SLAs. Act as the primary escalation point for complex or high-priority support issues. Ensure high levels of customer service and end-user satisfaction. Coordinate workload distribution and shift coverage within the team. Incident & Request Management Manage and resolve incidents related to hardware, software, access management, and end-user technologies. Ensure proper ticket categorisation, prioritisation, documentation, and resolution. Drive first-contact resolution and minimise ticket backlog. Escalate issues appropriately to Infrastructure, Security, Applications, or third-party vendors. Team Leadership & Support Provide guidance, mentoring, and day-to-day support to Service Desk Agents. Assist with onboarding and training of new team members. Promote a collaborative, customer-focused, and accountable team culture. Support performance management and continuous skills development. Process & Continuous Improvement Support implementation and adherence to ITIL-aligned support processes. Contribute to knowledge base creation and maintenance. Identify opportunities for automation, process improvement, and service optimisation. Assist in developing SOPs and operational documentation. Reporting & Service Quality Track and report on operational metrics including SLA performance, ticket trends, backlog, and customer satisfaction. Highlight recurring issues and recommend corrective actions. Ensure accurate documentation and reporting within ITSM platforms. Qualifications & Experience Bachelor’s degree in Information Technology, Computer Science, or related field preferred. 4–6 years of experience in IT Support or Service Desk operations. Previous experience in a senior analyst, lead, or supervisory support role preferred. Strong understanding of ITSM tools such as ServiceNow. Good understanding of ITIL principles and support processes. Experience supporting Windows environments, Microsoft 365, endpoint devices, and remote