Global Help Desk Lead – HR Operations

Role Overview

We 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 Responsibilities

Team & 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.