Service Desk Team Lead

About Arm
Arm's foundational technology is defining the future of computing. A future built by the greatest technology ecosystem in the world. A future built on Arm.

Job Description

1) Lead all aspects of Daily Service Desk Operations, ensure SLA & XLA compliance 2) Provide strong leadership and decision-making, handling user issues and identifying and driving shift-left, automation, continuous improvement, training opportunities 3) Sets goals, leads team performance, provides timely feedback, and develops a positive environment.

Grade- 4

Accountabilities & Responsibilities-

• Lead Service Desk activities, ensure efficient incident handling, prioritization, and maintain process documentation.
• Track and implement consistency to Service Level and Experience Level Agreements.
• Act as the primary for critical issues, ensuring timely resolution of high-priority (P1/P2) issues and coordinating communication across teams.
• Demonstrate exemplary leadership, set clear expectations, delegates and promote an environment where accountability is embedded in daily operations.
• Identify automation opportunities, implement ITSM solutions and optimize workflows to enhance efficiency.
• Promote DEI, work-life balance, career mentorship to create a positive and supportive environment.
• Define measurable objectives, govern key performance indicators, as SLA, FCR, and CSAT scores and analyze trends to drive continuous improvement.
• Conduct regular one-on-one meetings to provide personalized feedback.
• Recognize achievements and contributions, celebrating team success.
• Address performance gaps, offering support and mentor. Build an open feedback environment where team members feel comfortable sharing ideas and concerns.

Personal Attributes-

• Strong verbal and written skills for clear interactions with team members, collaborators, and end-users.
• Understands concerns, identifies technical issues quickly, and provides logical, data-driven resolutions.
• Anticipates challenges, handles workloads optimally, and ensures service quality.
• Supports team growth, work-life balance, and a positive work environment to prevent burnout.
• Demonstrates critical problem-solving, develops accountability, and encourages career development.

Qualifications/Experience

• 5 years on a Service Desk lead/coordinator role
• Expertise in ticket logging tools (e.g, ServiceNow, Jira).
• Strong fix knowledge in Windows, macOS, networking, cloud services (Microsoft 365, Azure, VPN, etc.).
• Experience in automation, self-service, and AI-powered support services (preferred).
• Strong expertise in IT Service Management (ITSM), Incident management, and SLA tracking and problem management.

"Nice To Have" Skills and Experience:

• Experience with ServiceNow
• In depth knowledge of ITSM processes
• ITIL V3 or V4 foundation qualification

We offer an exciting and interesting work in a global and diverse team. Arm's growth trajectory will ensure career progression and the opportunity to have a significant impact on our success.

Accommodations at Arm

At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email ************** To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Equal Opportunities at Arm

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Hybrid Working at Arm

Arm's hybrid approach to working is centred around flexibility, where we split our time between the office and other locations to get our work done. Within that framework, we empower groups and teams to determine their own particular hybrid working pattern, depending on the work and the team's needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

#LI-LK2

Accommodations at Arm

At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email ************** To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Hybrid Working at Arm

Arm's approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team's needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

Equal Opportunities at Arm

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

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