Team Lead – Helpdesk (HR Shared Services)

Team Lead – Helpdesk (HR Shared Services)

Position Summary : To lead the HR Helpdesk team in delivering timely, accurate, and compliant responses to employee and manager queries across APAC and EMEA regions. The role is responsible for driving first‑contact resolution, team capability development, knowledge management, and continuous improvement initiatives. Additionally, the Team Lead plays a key role in the successful establishment, stabilization, and sustainability of the APAC HR Shared Services Centre (HRSS), supporting process standardization, system migrations, and quality controls.

Scope of Role

APAC & EMEA regional coverage (Rest of Asia, China, and EMEA markets).

Direct supervision of Helpdesk Specialists handling Tier 0 / Tier 1 HR inquiries.

Key Responsibilities

• Manage daily operations of the Helpdesk team, including workload allocation, performance monitoring, coaching, and development.
• Conduct regular team meetings and one‑on‑one sessions to ensure SLA compliance and continuous skill enhancement.
• Lead onboarding and training initiatives for new Helpdesk staff to ensure proficiency in HR systems, processes, and customer service standards.
• Oversee case management activities to meet agreed SLAs, quality standards, and First‑Time‑Right resolution targets.
• Review and approve case escalations, ensuring timely and appropriate resolution in line with escalation protocols.
• Monitor case trends and provide actionable insights to HR Operations and COEs for service improvements.
• Actively participate in HRSS setup activities including system testing (UAT), data migration validation, and knowledge transfer sessions.
• Support development and maintenance of SOPs, process maps, and the Helpdesk knowledge base.
• Implement and monitor quality controls such as First‑Time‑Right checks and audit readiness activities within the Helpdesk team.
• Maintain and regularly update the Helpdesk Knowledge Base to reflect current HR policies, processes, and FAQs.
• Identify recurring queries and root causes, collaborating with stakeholders to recommend process enhancements that reduce case volume and improve service quality.
• Foster a culture of continuous learning and knowledge sharing within the team.
• Liaise with HR Operations, COEs, and other HRSS teams to resolve cross‑functional issues impacting service delivery.
• Ensure compliance with local statutory requirements, company policies, and data privacy regulations in all Helpdesk operations.
• Support internal and external audits by providing required documentation and evidence of Helpdesk activities.

Job Requirements

Key Performance Indicators (KPIs) & SLAs

Eligibility Statement

Coherent Corp. is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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