Global Service Desk Lead

About Machinify

Machinify builds the AI operating system for healthcare payment intelligence, combining the minds of industry experts with the power of technology. US healthcare wastes billions of dollars a year inside the claims payment workflow, and Machinify has built a platform to fix that, backed by more than 40 years of payment integrity expertise and a product suite spanning the full claims lifecycle from pre-pay through post-pay. Today, 85+ customers rely on us, including 18 of the top 20 US health plans, covering more than 270 million member lives across commercial, Medicare, and Medicaid. We process over 3 petabytes of claims data and return more than $6 billion in savings and recoveries to our customers every year, with 99% customer retention.

We're now opening a new hub in Bengaluru that isn't a satellite office or a support function: it's a genuine extension of one global Machinify, where local leaders run real teams and own real product and outcomes. The problems our teams solve are hard by design, which is exactly why they haven't been solved before, and why the work is worth doing. Joining now means building Machinify's India presence- its people, culture, and way of working- from the ground up, with real influence over what gets built and how.

About the Role

The Global Service Desk Lead is responsible for overseeing the daily operations of Machinify's Global Service Desk in Bengaluru. This role serves as the technical and operational leader onsite for Service Desk Analysts, ensuring exceptional support delivery, operational excellence, and adherence to service management standards.

The Global Service Desk Lead acts as the primary escalation point for complex incidents, coaches and mentors analysts, drives continuous improvement initiatives, and partners closely with global IT teams to deliver a world-class support experience. This role combines leadership, technical expertise, process ownership, and service management responsibilities within a fast-paced, AI-enabled support environment.

Machinify's Bengaluru Service Desk is a strategic extension of the Global IT organization, providing follow-the-sun support for employees across North America and India. The Service Desk Lead is responsible for ensuring operational consistency across shifts, driving service performance, and fostering collaboration between the Service Desk, Infrastructure, Security, Identity & Access Management, Endpoint Engineering, Enterprise Applications, and ITSM teams.

The Service Desk Lead is expected to champion automation, knowledge management, AI adoption, and ITIL best practices while creating a culture focused on ownership, accountability, and customer satisfaction.

What You Will Own

TEAM LEADERSHIP & OPERATIONS

• Provide day-to-day leadership and guidance to Global Service Desk Analysts.
• Manage ticket queues and workload distribution to ensure SLA achievement.
• Monitor team performance and service quality metrics.
• Conduct shift handovers and operational reviews to ensure continuity of support.
• Act as the primary escalation point for high-priority incidents and service requests.
• Support onboarding, training, mentoring, and development of Service Desk team members.
• Foster a culture of accountability, customer service excellence, and continuous improvement.

SERVICE DELIVERY

• Ensure incidents and requests are managed according to ITIL best practices.
• Monitor service levels and proactively address performance gaps.
• Drive timely communication and resolution of employee issues.
• Facilitate major incident coordination and stakeholder communications.
• Review ticket quality, documentation standards, and escalation practices.
• Ensure positive employee experiences through effective support delivery.

TECHNICAL LEADERSHIP

• Assist with escalations involving Microsoft 365, Slack, Google Workspace, endpoint management, identity services, and enterprise applications.
• Partner with engineering teams to identify root causes and long-term solutions.
• Lead resolution efforts during critical outages and priority incidents.
• Support VIP and executive-level technology issues when required.

PROCESS IMPROVEMENT & ITSM

• Drive continual service improvement initiatives.
• Partner with the ServiceNow and ITSM teams to improve workflows, automation, and reporting.
• Identify opportunities to reduce ticket volumes through self-service, automation, and knowledge management.
• Ensure compliance with incident, request, problem, and knowledge management processes.
• Review service metrics and develop action plans for improvement.

KNOWLEDGE MANAGEMENT

• Ensure knowledge articles remain accurate, current, and effective.
• Lead knowledge-sharing initiatives across support teams.
• Promote first-contact resolution through effective documentation and analyst enablement.
• Establish best practices for troubleshooting and support processes.

Technical Skills

REQUIRED

• Advanced Windows and macOS troubleshooting
• Microsoft 365 administration and support
• Entra ID (Azure AD) and identity management concepts
• MFA, SSO, and account lifecycle management
• ServiceNow or similar ITSM platform
• Incident, Request, Change, Problem, and Knowledge Management processes
• Slack, Teams, Zoom, and collaboration technologies
• Mobile device support (iOS and Android)
• Networking fundamentals including DNS, DHCP, VPN, and Wi-Fi troubleshooting
• Reporting, metrics analysis, and service performance management

PREFERRED

• Microsoft Intune
• Jamf Pro
• Okta
• Google Workspace Administration
• ServiceNow administration and reporting
• PowerShell scripting
• AI tools such as Claude, Microsoft Copilot, ChatGPT, and other productivity platforms
• Workflow automation and process optimization

Qualifications

REQUIRED

• 5-8 years of experience in Service Desk, Desktop Support, End User Computing, or Technical Support roles.
• 2+ years of experience leading, mentoring, or supervising support teams.
• Experience managing escalations and critical incidents.
• Strong understanding of ITIL service management practices.
• Experience supporting global organizations and distributed workforces.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written English communication skills.
• Demonstrated ability to manage competing priorities in a fast-paced environment.

PREFERRED

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL Foundation certification or higher.
• ServiceNow certification or advanced ServiceNow experience.
• Experience supporting healthcare, SaaS, or high-growth technology organizations.
• Experience implementing automation or AI-driven support capabilities.

Shift Coverage & Support Expectations

• Support a global workforce across North America and India.
• Participate in rotational leadership coverage, including evenings, weekends, and holiday support when business needs require.
• Provide incident leadership during major incidents and service disruptions.
• Monitor operational health and ensure effective shift transitions.
• Maintain visibility into team performance, SLA compliance, backlog management, and customer satisfaction.
• Act as the operational point of contact between Bengaluru and U.S.-based IT leadership.

Key Performance Indicators (KPIs)

• SLA Compliance
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Ticket Backlog Reduction
• Escalation Management Effectiveness
• Knowledge Base Contribution and Utilization
• Service Desk Productivity and Quality Scores
• Major Incident Response Performance
• Employee and Stakeholder Satisfaction
• Automation and Continuous Improvement Contributions

What Success Looks Like

• Lead a high-performing Service Desk team that consistently meets service objectives.
• Improve customer satisfaction and service quality metrics.
• Reduce escalation rates through coaching and knowledge sharing.
• Drive automation and self-service adoption.
• Maintain operational excellence across all support channels.
• Build strong partnerships with global IT teams and business stakeholders.
• Foster a culture of accountability, continuous learning, and innovation.

Equal Employment Opportunity at Machinify

Machinify is committed to providing equal employment opportunities and fostering an inclusive workplace. Employment decisions are based on business needs, job requirements, and individual qualifications, without discrimination on any status protected under applicable law. If you require a reasonable accommodation to complete any part of the application or recruitment process, please let our recruiting team know.