Lead / Manager - Service desk Lead

Job Description

Join Us!

We combine AtkinsRéalis project management expertise and Hitachi Energy’s deep technological knowledge to create a company dedicated to substations – we are Linxon!

We are seeking an experienced Service Desk Lead/Manager to oversee global service desk operations, manage a team of engineers, and ensure seamless IT support delivery. The ideal candidate will be a hands‑on leader with strong technical expertise, people management skills, and proven experience in vendor and client management, SLA/KPI governance, and process improvement.

What will you do?

• Lead and manage service desk engineers at offshore location.
• Provide hands‑on support for escalated incidents, ensuring timely resolution.
• Oversee incident, request, and escalation management aligned with ITIL best practices.
• Monitor and report on SLAs, OLAs, and KPIs to ensure service excellence.
• Collaborate with global customers to ensure high satisfaction and proactive communication.
• Drive process improvements and implement automation/self‑service initiatives.
• Manage vendor relationships for service desk tools, hardware, and support services.
• Prepare and present service performance reports to leadership and stakeholders.
• Ensure compliance with ISO 20000, ISO 27001, and IT governance standards.
• Mentor and develop service desk engineers, fostering a culture of accountability and customer focus.

Experience, Education and other Required:

• Experience: 10+ years in Service Desk, with at least 5 years in leading a team.
• Bachelor’s degree in computer science, Information Technology, or related field.
• Strong hands‑on expertise in ticketing tools (ServiceNow, Fresh service etc)
• Proven track record in vendor management and client engagement.
• Experience managing global customers and distributed teams.
• Excellent communication, stakeholder management, and problem‑solving skills.
• Familiarity with ITIL processes and service management frameworks.
• Experience in process design, automation, and continuous improvement initiatives
• Preferred Industry : Energy / Power Sector.

What we offer:

In return, we offer a wide range of rewards and benefits,

• 20 days Privilege Leave, 13 days Emergency leave and 14 Public holidays per year.

• Medical Insurance, Life Insurance and Career Progression

• When it comes to diversity and inclusion, we see things differently at Linxon - we encourage applications from people of all races, ages, genders, religions, sexual orientations and more - so whoever you are, we hope you’ll see things our way, too.

About Linxon

Shaping energy solutions to empower sustainable connectivity.

Linxon’s vision is to deliver the best market offering for turnkey substation projects through world-class power technologies and delivering the highest level of competence in managing infrastructure projects.

As a leading engineering company, we help our customers with turnkey substation solutions in the field of power transmission, renewable energy, and transportation.

In this role, you will have the opportunity to be part of a new company as it evolves and help shape it for the future. If you like new challenges, have an entrepreneurial spirit, and are interested in working with other motivated professionals with expertise in the Substations EPC business, then this is the new opportunity for you.

To know more about the Linxon please click on the link below.

Join the future with Linxon GETS Chennai, India

Worker Type

Employee

Job Type

Regular

At Linxon, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.