Global Help Desk Lead – HR Operations

7 hours ago


Hyderabad Telangana India, Telangana Cyient Full time

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.



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