Role OverviewWe are seeking an experienced Global Help Desk Lead to spearhead our HR Help Desk operations supporting 16,000+ employees across US, Europe, and APAC regions. This role will lead a team of 5 people to ensure seamless employee query resolution, drive process excellence, strengthen employee experience, and improve HR service delivery through automation, analytics, and continuous innovation.Key ResponsibilitiesTeam & Service Delivery Leadership- Lead, coach, and manage a high-performing global HR Help Desk team operating in 24×7 model. - Own end-to-end HR ticketing and service delivery via platforms such as ServiceNow/Workday/MyCyient or equivalent. - Monitor and govern SLAs, TAT, first-time resolution metrics, and employee satisfaction scores.Process Excellence & Automation- Identify recurring support patterns and drive self-service, automation, and AI/chatbot enablement. - Continuously optimize workflows, escalation matrices, and knowledge bases. - Partner with IT & HR CoEs to enhance HR Tech stack usability.Governance & Stakeholder Management- Interface with global HRBPs, HR Operations, Payroll, COEs, and Business Unit leaders for high-impact issue resolution. - Prepare and present weekly/monthly dashboards on volumes, trends, SLA compliance, and improvement roadmap. - Ensure strong controls, audit readiness, and compliance with data privacy/GDPR/SOX requirements.Employee Experience & Transformation- Build culture of empathy, accuracy, and high-touch care while moving towards digital-first service experience. - Execute strategic initiatives that uplift employee NPS, query deflection rates, and service maturity levels globally.Required Skills & Experience- 8–10 years of experience in HR Shared Services / Global HR Help Desk / HR Service Delivery. - Strong expertise in ServiceNow / Workday / ticketing tools. Experience on chatbot or automation platforms is an added advantage. - Demonstrated track record in SLA governance, analytics, and continuous improvement. - Excellent communication, stakeholder management, and escalation handling skills.
Job Title
Global Help Desk Lead – HR Operations