Miyapur Hyderabad Telangana Sr. servicenow itsm Jobs – 95 Open Jobs Today

Remote Desktop Support Lead
Mattel —Hyderabad, Telangana
- Full-time
- Computer Science
- Windows
- Bachelor's degree
Quick apply
3d
Shift Manager
Cubic Corporation —Hyderabad, Telangana
- Weekend availability
- Computer Science
- Supervising experience
- Bachelor's degree
- Paid time off
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Vice President - ServiceNow Architect
GCC India —Hyderabad, Telangana
- Full-time
- Azure
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Platform Engineer II – Windows / Active Directory
LPL Financial —Hyderabad, Telangana
- Full-time
- Azure
- Windows
- Scripting
9d
Senior Observability Engineer
Ensono —Hyderabad, Telangana
- Azure
- Master's degree
- AWS
Assoc Software Engineer - Oracle
Mattel —Hyderabad, Telangana
- Oracle
- Computer Science
- Databases
Senior Observability Engineer
Experian —Hyderabad, Telangana
- Full-time
- Hybrid work
- Computer Science
- DevOps
- AWS
- Health insurance
- Paid time off
Quick apply
14d
AWS Connect Engineer
Cambridge Technology Enterprises (CTE) —Hyderabad, Telangana
- Weekend availability
- DevOps
- AWS
- Continuous improvement
9h
Senior Expert GES DTS SNOW
dsm-firmenich —Hyderabad, Telangana
- Online application
- English
- Analysis skills
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Principal Cybersecurity Engineer
Providence Global Center —Hyderabad, Telangana
- Part-time
- Azure
- AWS
- Scripting
- Health insurance
12h
Senior Manager - Service Design & Optimization Consultant (ITIL)
EPAM Systems, Inc. —Hyderabad, Telangana
- DevOps
- Master's degree
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- Health insurance
- Paid time off
Technical Solution Consultant, Principal
Infor —Hyderabad, Telangana
- Full-time
- ERP systems
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Associate Data Engineer
Anblicks —Hyderabad, Telangana
- Azure
- APIs
- Communication skills
Quick apply
Senior Manager - Software Engineering
Providence Global Center —Hyderabad, Telangana
- Part-time
- Management
- Computer Science
- Master's degree
- Health insurance
Custom Software Engineer
Accenture —Hyderabad, Telangana
- Full-time
- Azure
- ERP systems
- SQL
Senior Engineer - QA
Techblocks —Hyderabad, Telangana
- Azure
- Computer Science
- SQL
Quick apply
Principal Service Engineer
Providence Global Center —Hyderabad, Telangana
- Part-time
- JavaScript
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Technology Architect
Accenture —Hyderabad, Telangana
- Full-time
- Azure
- ERP systems
- SQL
SDET Engineer 2
Providence Global Center —Hyderabad, Telangana
- Part-time
- Computer Science
- DevOps
- Analysis skills
- Health insurance
Engineer- I , Integrated Command Center (ICC)
GCC India —Hyderabad, Telangana
- Full-time
- Computer Science
- Windows
- AWS
7h

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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

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