Service Desk Lead 

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 –

Job Title: Service Desk Lead 
Location: India Hyderabad, Onsite (MTIC) 
Department: IT Infrastructure & Operations 
Reports To: IT Manager – IT Support Services 

Role Summary 

We are seeking an experienced and customer-focused Service Desk Lead to oversee day-to-day Service Desk operations and support a global user base across multiple time zones. This role will act as the operational lead for the Service Desk function, ensuring high-quality support delivery, effective ticket management, and continuous improvement of support services. 

The successful candidate will provide leadership and guidance to Service Desk Agents, drive adherence to SLAs and ITIL processes, and act as an escalation point for complex incidents and service requests. This is a hands-on role requiring strong technical troubleshooting capability combined with operational coordination and team leadership. 

The Service Desk Lead will play a key role in maintaining service quality, improving end-user experience, and supporting the ongoing development of support processes, tooling, and knowledge management practices. 

Key Responsibilities 

Service Desk Operations 

• Lead day-to-day Service Desk operations supporting global users across multiple time zones.  

• Monitor ticket queues and ensure incidents and service requests are managed within agreed SLAs.  

• Act as the primary escalation point for complex or high-priority support issues.  

• Ensure high levels of customer service and end-user satisfaction.  

• Coordinate workload distribution and shift coverage within the team.  

Incident & Request Management 

• Manage and resolve incidents related to hardware, software, access management, and end-user technologies.  

• Ensure proper ticket categorisation, prioritisation, documentation, and resolution.  

• Drive first-contact resolution and minimise ticket backlog.  

• Escalate issues appropriately to Infrastructure, Security, Applications, or third-party vendors.  

Team Leadership & Support 

• Provide guidance, mentoring, and day-to-day support to Service Desk Agents.  

• Assist with onboarding and training of new team members.  

• Promote a collaborative, customer-focused, and accountable team culture.  

• Support performance management and continuous skills development.  

Process & Continuous Improvement 

• Support implementation and adherence to ITIL-aligned support processes.  

• Contribute to knowledge base creation and maintenance.  

• Identify opportunities for automation, process improvement, and service optimisation.  

• Assist in developing SOPs and operational documentation.  

Reporting & Service Quality 

• Track and report on operational metrics including SLA performance, ticket trends, backlog, and customer satisfaction.  

• Highlight recurring issues and recommend corrective actions.  

• Ensure accurate documentation and reporting within ITSM platforms.  

Qualifications & Experience 

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.  

• 4–6 years of experience in IT Support or Service Desk operations.  

• Previous experience in a senior analyst, lead, or supervisory support role preferred.  

• Strong understanding of ITSM tools such as ServiceNow.  

• Good understanding of ITIL principles and support processes.  

• Experience supporting Windows environments, Microsoft 365, endpoint devices, and remote support tools.  

Key Skills 

• Strong troubleshooting and technical support skills.  

• Excellent communication and stakeholder management capability.  

• Ability to lead by example in a fast-paced support environment.  

• Strong organisational and ticket management skills.  

• Customer-first mindset with focus on end-user experience.  

• Ability to prioritise and manage multiple tasks effectively.  

Why Join Us? 

• Opportunity to help shape and mature a growing global IT support function.  

• Collaborative and fast-paced working environment.  

• Exposure to enterprise technologies and global operations.  

• Career growth and leadership development opportunities. 

What We’re Looking For: 

• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
   

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy