Service Desk Lead

Tata Consultancy Services; Crawley; On-site; GBP 42,000 - 70,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Phone

Extensive training resources

Discounts within Tata network

London Marathon sponsorship

Job summary

Tata Consultancy Services is hiring a Service Desk Lead in the UK to oversee 40 hours per week in a permanent role. You will lead daily operations, supervise SLA adherence, and coordinate escalations while driving continuous improvement across service delivery.

The role emphasizes QA, metrics analysis, knowledge management, and collaboration with cross-functional teams to enhance efficiency and customer satisfaction. Full-time with a competitive package.

Qualifications

• 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.
• Manage shift operations, queue monitoring, escalations, ageing tickets, SLA breaches and governance.
• Hands-on exposure to ServiceNow or similar ITSM tools, Microsoft 365 and AD.
• Experience in dashboards, RCA inputs, and monthly governance reports.
• Understanding of continual service improvement initiatives.

Responsibilities

• Conduct regular quality assurance audits of service desk operations.
• Analyze data and metrics to identify trends and areas for improvement.
• Develop and maintain quality standards, procedures and documentation.
• Identify and propose process improvements to enhance efficiency and customer satisfaction.
• Collaborate with service desk teams to implement process changes.
• Monitor performance of service desk processes for ongoing optimization.
• Contribute to the knowledge base content and accessibility for users.
• Promote knowledge management tools and resources.
• Lead daily huddles, queue reviews and shift handovers to ensure SLA adherence.
• Act as first level escalation point and coordinate with resolver groups.
• Coach team members on call handling and first contact resolution improvement.
• Drive continual service improvement actions by identifying repeat contacts and automation opportunities.

Skills

Strong communication

IT service management

Data analysis

Shift operations

Coaching associates

Tools

ServiceNow

Microsoft 365

Active Directory

Remote support tools

Knowledge management

Job description

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.

Diversity, Inclusion and Wellbeing

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.

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.