Service Desk Lead: Elevate ITSM & Customer Experience

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

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.