Service Desk Lead

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 

• Bachelors degree in Information Technology Computer Science or related field preferred.  

• 46 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 support tools.  

Key Skills 

• Strong troubleshooting and technical support skills.  

• Excellent communication and stakeholder management capability.  

• Ability to lead by example in a fast-paced support environment.  

• Strong organisational and ticket management skills.  

• Customer-first mindset with focus on end-user experience.  

• Ability to prioritise and manage multiple tasks effectively.  

Why Join Us 

• Opportunity to help shape and mature a growing global IT support function.  

• Collaborative and fast-paced working environment.  

• Exposure to enterprise technologies and global operations.  

• Career growth and leadership development opportunities. 

Qualifications :

What Were Looking For: 

• Demonstrated a growth mindset by staying curious and continuously learning embracing challenges and improving themselves.
   

Additional Information :

Dont meet every single requirement At Mattel we are dedicated to an inclusive workplace and a culture of belonging. If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth optimism and wellbeing where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands including Barbie Hot Wheels Fisher-Price American Girl Thomas & Friends UNO Masters of the Universe Matchbox Monster High MEGA and Polly Pocket as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys content consumer products digital and live experiences. Our products are sold in collaboration with the worlds leading retail and ecommerce companies. Since its founding in 1945 Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattels award-winning workplace culture has been recognized by Forbes Fast Company Newsweek Great Place to Work TIME and more.

Visit us at  is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy

Remote Work :

No

Employment Type :

Full-time