HCLTech · 4 hours ago
Service Desk Lead
Cary, NC
Full-time
Onsite
Senior LevelHCLTech is a company focused on providing IT services, and they are seeking a Service Desk Lead. The role involves managing and leading the Service Desk and Global Account Management teams, ensuring alignment with best practices and overseeing end-user computing support.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Hiring Manager
Mohammed Anas(LION)
Responsibilities
Manage and lead the Service Desk and Global Account Management (GAM) teams, ensuring alignment with industry best practices
Drive onboarding of new mergers and acquisitions (M&A) into provisioning systems, enterprise standards, and communication protocols
Oversee end-user computing (EUC) support, ensuring consistent and user-friendly service delivery
Implement and govern SOPs, ticket hygiene, and service quality metrics across teams
Ensure effective use and continuous enhancement of the Self-Service Portal for end users
Collaborate with internal stakeholders to integrate enterprise tools, identity management, and service workflows
Monitor SLA adherence and ensure timely resolution of incidents, requests, and provisioning tasks
Develop and mentor team members, managing staffing, training, and performance reviews
Standardize and optimize service desk and GAM processes across regions and accounts
Conduct regular service reviews with clients and internal stakeholders, driving continuous improvement
Qualification
Required
Manage and lead the Service Desk and Global Account Management (GAM) teams, ensuring alignment with industry best practices
Drive onboarding of new mergers and acquisitions (M&A) into provisioning systems, enterprise standards, and communication protocols
Oversee end-user computing (EUC) support, ensuring consistent and user-friendly service delivery
Implement and govern SOPs, ticket hygiene, and service quality metrics across teams
Ensure effective use and continuous enhancement of the Self-Service Portal for end users
Collaborate with internal stakeholders to integrate enterprise tools, identity management, and service workflows
Monitor SLA adherence and ensure timely resolution of incidents, requests, and provisioning tasks
Develop and mentor team members, managing staffing, training, and performance reviews
Standardize and optimize service desk and GAM processes across regions and accounts
Conduct regular service reviews with clients and internal stakeholders, driving continuous improvement
Benefits
Medical
Dental
Vision
Pharmacy
Life
Accidental death & dismemberment
Disability insurance
Employee assistance program
401(k) retirement plan
10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
10 paid holidays per year
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
Founded in 1976
10001+ employees
H1B Sponsorship
HCLTech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2975)
2024 (3974)
2023 (3649)
2022 (3861)
2021 (4093)
2020 (4317)
Funding
Current Stage
Public CompanyTotal Funding
$220MKey Investors
ChrysCapital
2008-07-10Post Ipo Equity· $220M
2000-01-06IPO
Leadership Team
Vijayakumar C.
Chief Executive Officer
Alan Flower
Executive Vice President - CTO & Global Head, AI & Cloud Native Labs
Recent News
Hindu Business Line
2026-01-20
Business Standard India
2026-01-20
Company data provided by crunchbase