The role
This role leads the India Zendesk team and owns technical quality across every engagement the team runs. The lead assigns work, reviews configuration, resolves escalations, and coaches consultants on Zendesk and ITSM practice. Delivery runs on ACT®, the L5 methodology, in Drives that each end with a defined production change.
Team leadership
- Manage a team of Zendesk consultants and administrators. Set assignments, review capacity, and track utilization across accounts.
- Run one-on-ones, set goals, and complete performance reviews with HR.
- Onboard new hires and certify them on Zendesk and on L5 delivery standards.
- Hold the team to Drive commitments. Raise risk to the delivery owner before a date slips.
Technical guidance
- Own solution design for Zendesk: ticketing, workflows, triggers and automations, SLAs, macros, Explore reporting, and AI agents.
- Review configuration before it reaches a customer environment. Approve production changes.
- Set and maintain standards for documentation, naming, and change control.
- Act as the escalation point for complex integrations and data migrations.
Customer delivery
- Run discovery and requirement sessions with IT, HR, and Finance stakeholders.
- Present the roadmap, delivery status, and weekly scorecard to customer stakeholders.
- Work with US delivery and account leads on scope, estimates, and change requests during shared hours.
Required
- 7 to 11 years in ITSM or service management delivery, including at least 2 years leading a team.
- Availability to work a shift that overlaps US business hours. The team supports US customers daily, and this role handles live escalations and customer calls.
- Hands-on configuration and administration experience on at least one ITSM or ITIL-aligned platform: Zendesk, ServiceNow, Jira Service Management, Freshservice, BMC, Ivanti, or similar.
- ITIL Foundation certification, or working command of incident, problem, change, and service request practice.
- Experience owning delivery for external customers, covering scope, timeline, and escalation.
- Working knowledge of integrations and APIs: REST, webhooks, SSO and SAML, and identity or HRIS data flows.
- Written and spoken English suitable for direct work with US customers.
Preferred
- Zendesk certification, such as Support Administrator Expert or an AI and advanced configuration credential.
- Migration experience moving a customer from another ITSM platform to Zendesk.
- Exposure to HR Service Delivery or Employee Services use cases.
- Consulting or platform partner background serving US mid-market accounts.
- Familiarity with productivity tools (such as ClickUp or Monday), ERPs (such as Workday), and endpoint management applications (such as NinjaOne).
First 90 days
- Take ownership of the current Zendesk account portfolio and the delivery calendar.
- Publish delivery standards for configuration, documentation, and change control.
- Complete a skills assessment for every team member and close the largest gap.
About L5
L5 deploys and operates AI on purpose-built service management platforms, Zendesk, ClickUp, and Workday, for mid-market organizations. Founded in 2023 and headquartered in Minneapolis, L5 has served 600+ customers in two years.
Read how we work in the ACT methodology, or meet the team on the About page.