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 <ul> <li>Lead, coach, and develop a 24x7 global Service Desk team across shifts </li> </ul> <ul> <li>Ensure optimal capacity planning and shift coverage aligned with best practices </li> </ul> <ul> <li>Provide line management, performance coaching, and pastoral care </li> </ul> <ul> <li>Step in as hands-on analyst when needed to cover unplanned gaps </li> </ul> Service Operations <ul> <li>Maintain ticket quality and process compliance across ITIL frameworks </li> </ul> <ul> <li>Ensure calls answered within defined KPIs; drive first-contact resolution targets </li> </ul> <ul> <li>Act as escalation point for critical/high-impact incidents </li> </ul> <ul> <li>Manage Response and Resolution SLAs; influence resolver groups and third parties </li> </ul> Change & Configuration Management <ul> <li>Own day-to-day Change Management: chair CAB meetings, ensure audit compliance </li> </ul> <ul> <li>Maintain and communicate Forward Schedule of Change to stakeholders </li> </ul> <ul> <li>Own Configuration Management Database (CMDB) accuracy and governance </li> </ul> <ul> <li>Minimize change-related incidents through robust planning and execution </li> </ul> Governance & Reporting <ul> <li>Produce customer and internal reports (weekly/monthly/quarterly/ad hoc) </li> </ul> <ul> <li>Ensure adherence to ISO9001, ISO/IEC20000-1, ISO/IEC27001 standards </li> </ul> <ul> <li>Support BSI audits and compliance activities </li> </ul> <ul> <li>Drive continual service improvement across processes and tools </li> </ul> Escalation & Accountability <ul> <li>Escalate issues to Customer Experience Manager; act as backup when absent </li> </ul> <ul> <li>Handle urgent situations calmly with incomplete information </li> </ul> <ul> <li>Drive customer-first culture and timely resolution mindset </li> </ul> We’re Looking for Someone With: <ul> <li>5+ years in Service Desk/Support roles, including 3+ years as Team Leader/Manager including coaching, mentoring, and staff development. </li> </ul> <ul> <li>3+ years recent experience as Service Support Analyst in B2B software support (direct ticket ownership) </li> </ul> <ul> <li>Operational Change Management experience (governance, CAB leadership) </li> </ul> <ul> <li>Technical knowledge (support perspective) of hardware/infrastructure and COTS software: Linux, Windows, Oracle SQL, VMware </li> </ul> <ul> <li>Strong written and verbal communication skills; ability to influence across levels and functions. </li> </ul> <ul> <li>Ability to operate calmly under pressure, make timely decisions with incomplete information, and handle urgent situations. </li> </ul> <ul> <li>Strong organization, planning, estimation skills; ability to multi-task and monitor others’ activities. </li> </ul> <ul> <li>High attention to detail; strong comprehension and lateral thinking. </li> </ul> <ul> <li>Integrity, transparency, and a customer-first mindset </li> </ul> Preferred Qualifications <ul> <li>ITIL Practitioner or Expert certification </li> </ul> <ul> <li>Experience with Atlassian tools (Jira Service Management, Confluence, Jira Insight) </li> </ul> <ul> <li>Experience in aviation, critical infrastructure, or 24x7 global operations </li> </ul> <ul> <li>Familiarity with airport operational systems or mission-critical environments </li> </ul> <ul> <li>ServiceNow or similar ITSM platform experience </li> </ul> Education: <ul> <li>B.Tech/B.E. in Computer Science, IT, Electronics, or related field </li> </ul> <ul> <li>M.Tech/MS is a plus </li> </ul> <ul> <li>Equivalent experience with strong technical foundation considered </li> </ul> Why Join ADB SAFEGATE Labs India? <ul> <li>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 </li> </ul> <ul> <li>Shape global security standards: Be among the founding cybersecurity team at our India hub—define security practices, policies, and culture from the ground up </li> </ul> <ul> <li>Unique technical challenges: Secure highly integrated IoT systems, real-time control systems, and cloud-connected aviation platforms—rare exposure to OT/IT convergence security </li> </ul> <ul> <li>Global impact & exposure: Join a 1,500+ employee organization with presence in 40 countries; work on solutions deployed at 3,000+ airports worldwide </li> </ul>

Service Desk- Team Lead (IN) @ ADB SAFEGATE Careers

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