Miyapur Hyderabad Telangana Sr. servicenow itsm Jobs – 98 Open Jobs Today

Remote Desktop Support Lead
Mattel —Hyderabad, Telangana
- Full-time
- Computer Science
- Windows
- Bachelor's degree
Quick apply
3d
Developer III - Enterprise Solutions (ServiceNow Senior developers)
UST —Hyderabad, Telangana
- CAD
- DevOps
- Analysis skills
Quick apply
2d
Senior ServiceNow Business Analyst
Cubic Corporation —Hyderabad, Telangana
- Full-time
- Computer Science
- Bachelor's degree
- APIs
8h
Senior ServiceNow Developer
EPAM Systems, Inc. —Hyderabad, Telangana
- JavaScript
- Scripting
- Software development
- Health insurance
- Paid time off
ServiceNow Senior Architect
Potla Tech Solutions —Hyderabad, Telangana
- From ₹12,00,000 a year
- Full-time
- JavaScript
- APIs
- IT
Quick apply
1h
Problem - ITIL Analyst
Mattel —Hyderabad, Telangana
- Computer Science
- Databases
- Analysis skills
2d
Application Support Engineer – Microsoft Dynamics 365 CE
Zebulon Consulting —Hyderabad, Telangana
- ₹6,00,000 - ₹8,00,000 a year
- Full-time
- Hybrid work
- Azure
- Software troubleshooting
- DevOps
Quick apply
Senior ServiceNow Engineer
Cubic Corporation —Hyderabad, Telangana
- Full-time
- Computer Science
- Software troubleshooting
- Bachelor's degree
ServiceNow Senior Developer
Aveva —Hyderabad, Telangana
- Full-time
- Azure
- Software troubleshooting
- SQL
- Health insurance
Technical Specialist-ServiceNow developer-HRSD
BirlaSoft —Hyderabad, Telangana
- IT
14d
Sr. Tech Lead - Infrastructure Services N 4D
Genpact India Pvt. Ltd. —Hyderabad, Telangana
- Full-time
- Hybrid work
- Azure
- Oracle
- Computer Science
Quick apply
14d
Senior Director, Technology Operations & Platform Reliability
Regeneron —Hyderabad, Telangana
- Azure
- Computer Science
- AWS
- Health insurance
- Paid time off
Senior IT Trainer
A7 GlobalTech LLP —Madhapur, Hyderabad, Telangana
- ₹25,000 - ₹1,00,000 a month
- Part-time
- Salesforce
- Java
- SQL
- Cell phone reimbursement
- Flexible schedule
Quick apply
Sr Service Engineer
Providence Global Center —Hyderabad, Telangana
- Part-time
- Software troubleshooting
- JavaScript
- Scripting
- Health insurance
IT&D Manager, Service Management - CMDB / HAM
Reckitt —Hyderabad, Telangana
- Computer Science
- Bachelor's degree
- Agile
- Health insurance
Engineer I - Cloud Support Engineer
GCC India —Hyderabad, Telangana
- Full-time
- Computer Science
- AWS
- Bachelor's degree
1d
Sr. Engineering Program Manager
Providence Global Center —Hyderabad, Telangana
- Part-time
- Computer Science
- Engineering
- Master's degree
- Health insurance
Sr Engineer (Tools & Automation)
HCLTech —Hyderabad, Telangana
- Software troubleshooting
- JavaScript
- Scripting
Sr Software Engineer Salesforce
Mattel —Hyderabad, Telangana
- Salesforce
- Analysis skills
- Communication skills
Senior IT Business Analyst - ITIL
Medtronic —Nanakramguda, Hyderabad, Telangana
- Full-time
- English
- Master's degree
- Bachelor's degree

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Remote Desktop Support Lead

Mattel -
Hyderabad, Telangana

Quick apply

Job details

Full-time
3 days ago

Qualifications

Desktop support
Computer Science
Operations management
Windows
Performance management
Bachelor's degree
ITIL
Remote access software
IT support
ServiceNow
IT
RDS database
Leadership
Communication skills
Information Technology
VPN

Full job description

Company Description

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Description

Role Summary

We are seeking an experienced and technically strong Remote Desktop Support (RDS) Lead to oversee and coordinate Remote Desktop Support operations for a global user base across multiple regions and time zones. This role is responsible for ensuring high-quality remote technical support delivery, operational efficiency, and continuous improvement of end-user support services.

The successful candidate will act as the technical and operational lead for the RDS function, managing escalations, supporting the development of the support team, and driving adherence to ITIL-aligned processes and service standards. The role requires strong troubleshooting expertise across end-user computing environments, remote support technologies, and enterprise collaboration platforms.

This is a hands-on leadership role suited to someone who can balance operational management, technical support, and team leadership in a fast-paced global environment.

Key Responsibilities

Remote Desktop Support Operations

Lead day-to-day Remote Desktop Support operations supporting global users across multiple time zones.
Ensure timely resolution of complex incidents and service requests related to end-user computing technologies.
Monitor support queues, ticket volumes, escalations, and service performance.
Act as the primary escalation point for advanced technical issues.

Technical Support & Troubleshooting

Provide advanced troubleshooting support for:
Windows and macOS environments
Microsoft 365 and collaboration tools
VPN and remote connectivity
Endpoint devices and peripherals
Mobile device support
Virtual desktop and remote access technologies
Coordinate with Infrastructure, Security, Network, and Application teams to resolve cross-functional issues.
Support root cause analysis and problem management activities.

Team Leadership & Development

Provide day-to-day guidance, mentoring, and technical leadership to RDS Agents.
Assist with onboarding, training, and continuous skills development.
Promote a customer-focused and high-performing support culture.
Support workforce planning, shift coordination, and workload balancing.

Process & Service Improvement

Ensure adherence to ITIL-based Incident, Request, and Knowledge Management processes.
Identify opportunities for automation and operational improvement.
Support development and maintenance of SOPs, troubleshooting guides, and knowledge articles.
Drive improvements in first-contact resolution and end-user experience.

Reporting & Performance Management

Monitor and report on SLAs, ticket trends, escalations, backlog, and customer satisfaction metrics.
Provide operational insights and recommendations for service improvement.
Maintain visibility of service health and team performance.

Qualifications & Experience

Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
5–7 years of experience in IT Support or Remote Desktop Support environments.
Minimum 2 years in a senior support or team lead role preferred.
Strong experience supporting enterprise end-user computing environments.
Familiarity with ITSM tools such as ServiceNow.
Good understanding of ITIL support processes and service delivery practices.
Experience supporting remote support tools, endpoint management, and collaboration technologies.

Key Skills

Strong technical troubleshooting and analytical capability.
Excellent leadership and team coordination skills.
Strong communication and stakeholder management ability.
Ability to manage escalations in high-pressure environments.
Customer-focused mindset with commitment to service excellence.
Strong organisational and operational management skills.

Why Join Us?

Opportunity to help build and shape a global remote support capability.
Exposure to enterprise technologies and global operations.
Collaborative and fast-paced working environment.
Career growth and leadership development opportunities.

Quick apply

Refine Your Search

sr. servicenow itsm jobs in miyapur hyderabad telangana

Remote Desktop Support Lead

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