Service Desk Lead

Tata Consultancy Services; Crawley; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Phone

Job summary

Tata Consultancy Services UK&I is seeking a Service Desk Lead to oversee daily service desk operations in a permanent full-time role. The position requires strong ITSM knowledge, stakeholder engagement, and driving continual service improvements across the team.

You will lead daily huddles, monitor SLA adherence, and act as first-level escalation point, coordinating with resolver groups and coaching analysts on incident handling, documentation, and quality assurance.

Qualifications

• Excellent verbal and written communication with the ability to coach associates.
• Strong understanding of IT service management principles and practices.
• Experience with service desk tools and technologies.
• Knowledge of common IT infrastructure and applications.
• Ability to analyze data and identify trends and patterns.
• Ability to develop and implement solutions to improve service delivery.
• Experience in managing shift operations, queue monitoring, escalations, ageing tickets, SLA governance.
• Hands-on exposure to ServiceNow or similar ITSM tools, Microsoft 365, Active Directory, remote support tools and knowledge management practices.
• Experience in preparing dashboards, RCA inputs, service improvement plans, CSAT/DSAT analysis and monthly governance reports.
• Understanding of shift-left, automation opportunities, call reduction, first contact resolution improvement and continual service improvement initiatives.

Responsibilities

• Conduct regular quality assurance audits of service desk operations to ensure adherence to quality standards and best practices.
• Analyze data and metrics to identify trends, issues, and areas for improvement in service delivery.
• Develop and maintain quality standards, procedures, and documentation for service desk operations
• Identify and propose process improvements to enhance efficiency, effectiveness, and customer satisfaction.
• Collaborate with service desk teams and other stakeholders to implement process changes and improvements.
• Monitor the performance of service desk processes and identify areas for ongoing optimization.
• Contribute to the development and maintenance of service desk knowledge base.
• Ensure that knowledge base content is accurate, up-to-date, and easily accessible to users.
• Promote the use of knowledge management tools and resources.
• Relevant experience in IT service desk operations and/or quality assurance.

Skills

IT service management

ServiceNow

Stakeholder communication

Data analysis

IT infrastructure

Governance reporting

Shift management

Microsoft 365

Active Directory

Knowledge management

Tools

ServiceNow

Microsoft 365

Active Directory

Remote support tools

Knowledge management practices

Job description

If you need support in completing the application or if you require a different format of this document, please get in touch with at [e-mail] or call TCS London Office number 02031552100 with the subject line: “Application Support Request”.

Role: Service Desk Lead

Job Type: Permanent

Number of hours: 40 hours per week – full time

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve. Our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Build strong relationships with a diverse range of stakeholders.
• Gain access to endless learning opportunities.
• Work closely with the range of teams within the business to bring products to life.

The Role

Key responsibilities:

• Conduct regular quality assurance audits of service desk operations to ensure adherence to quality standards and best practices.
• Analyze data and metrics to identify trends, issues, and areas for improvement in service delivery.
• Develop and maintain quality standards, procedures, and documentation for service desk operations
• Identify and propose process improvements to enhance efficiency, effectiveness, and customer satisfaction.
• Collaborate with service desk teams and other stakeholders to implement process changes and improvements.
• Monitor the performance of service desk processes and identify areas for ongoing optimization.
• Contribute to the development and maintenance of service desk knowledge base.
• Ensure that knowledge base content is accurate, up-to-date, and easily accessible to users.
• Promote the use of knowledge management tools and resources.
• Relevant experience in IT service desk operations and/or quality assurance.
• Prepare regular reports on service desk performance and quality metrics and other adhoc reports for the project as and when necessary.
• Communicate findings and recommendations to stakeholders in a clear and concise manner.
• Lead daily huddles, queue reviews and shift handovers to ensure SLA adherence, timely ticket resolution and effective workload balancing.
• Act as first level escalation point for service desk analysts and coordinate with resolver groups for complex incidents, service requests and ageing tickets.
• Coach team members on call handling, ticket documentation, customer communication, knowledge usage and first contact resolution improvement.
• Drive continual service improvement actions by identifying repeat contacts, automation opportunities, process gaps and knowledge article improvements.

Your Profile

Essential skills/knowledge/experience:

• Good Communication skills both Verbal and Written with ability to Coach associates
• Strong understanding of IT service management principles and practices
• Experience with service desk tools and technologies
• Knowledge of common IT infrastructure and applications
• Ability to analyze data and identify trends and patterns.
• Ability to develop and implement solutions to improve service delivery
• Ability to manage shift operations, queue monitoring, escalations, ageing tickets, SLA breaches and daily service desk governance.
• Good-to-Have Hands-on exposure to ServiceNow or similar ITSM tools, Microsoft 365, Active Directory, remote support tools and knowledge management practices.
• Experience in preparing dashboards, RCA inputs, service improvement plans, CSAT/DSAT analysis and monthly governance reports.
• Understanding of shift-left, automation opportunities, call reduction, first contact resolution improvement and continual service improvement initiatives.

TCS is consistently voted a Top Employer in the UK and globally.

• Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

• We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation.

We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role.

Please email us at [e-mail] if you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at [e-mail] with the subject line: “Adjustment Request” or call TCS London Office 02031552100 / [phone] to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.