Managed Services, Operations Lead

Gurugram, HaryanaHybridFull-time

AI Summary

Coordinates day-to-day EUS service desk operations across shifts, maintaining P1 critical-call coverage, supporting analysts with escalations, and routing urgent incidents to the right teams.

About this role

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

Role overview

The EUS Operations Lead coordinates day-to-day service operations across assigned shifts, helping maintain critical-call coverage, support analysts with active escalations, and route urgent work to the right operational teams. The role promotes reliable handoffs and visibility of service health while ensuring operational ownership stays with the teams responsible for resolution.

Key responsibilities

Maintain critical-call readiness: Ensure the designated EUS/Service Desk P1 queues have active, named coverage throughout the shift, including planned breaks and handoffs. Provide overflow support when a P1 call rolls over, and promptly raise coverage or proficiency gaps through the appropriate operations
leadership.

• Coordinate shift coverage: Confirm coverage for the current and incoming shifts, communicate gaps early, and coordinate available backup when unexpected absences occur. Escalate persistent staffing constraints rather than treating repeated lead coverage as the ongoing solution.

• Manage shift execution: Set shift priorities, review workload and coverage across queues, and ensure analysts understand the operational focus and escalation expectations for the shift.

• Coordinate analysts on shift: Monitor analyst availability and work allocation, help balance workload during volume spikes or absences, and ensure breaks and handoffs are coordinated without leaving critical queues uncovered.

• Support analyst performance and readiness: Provide in-the-moment guidance, reinforce documented procedures, and identify coaching or training needs for follow-up with the appropriate supervisor or manager.

• Lead shift handoffs: Ensure outgoing and incoming analysts exchange updates on open tickets, active escalations, queue conditions, and coverage risks so work continues smoothly across shifts.

• Respond to analyst escalations: Monitor the designated Service Desk escalation channel and provide timely operational guidance when an analyst needs help with an active customer interaction. Coordinate coverage among onduty leads so the channel remains supported during breaks and other planned absences.

• Route urgent incidents through the agreed channels: Ensure P1/P2
escalations received through the approved intake paths are relayed to the Urgent Escalations channel and tagged or handed off to the appropriate team. Reinforce use of shared escalation channels rather than relying on direct messages to individual lead

Skills

End-user SupportEscalation ManagementHandoff ManagementITSMP1 Incident ManagementService DeskShift CoordinationWorkload Balancing

Managed Services, Operations Lead

About this role

Key responsibilities

Skills

Explore related jobs

More jobs at AHEAD

Similar Service Desk jobs

Browse these categories

Market data for this role