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 247 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

• 810 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.