Service Desk Lead

Tata Consultancy Services; Delhi; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Lead in Delhi NCR to manage a 24x7 service desk team, drive incident resolution, and ensure SLA adherence. The role involves coordinating with various support levels and stakeholders to maintain high service quality.

Ideal candidates have extensive experience in service desk operations, ITIL processes, and strong communication skills to report on daily operations and improvements.

Qualifications

• Lead and manage Service Desk operations with 24x7/rotational shifts.
• Ensure SLA/KPI compliance through effective ticket routing and real-time monitoring.
• Act as the first escalation point for incidents and service requests.
• Coordinate with Level 2/3 support, vendors, and infrastructure teams.
• Adhere to ITIL processes for Incident, Request, Change and Problem Management.

Responsibilities

• Lead and manage Service Desk analysts during assigned shifts (24x7 / rotational).
• Allocate and prioritize tickets to ensure SLA and KPI compliance.
• Monitor real-time ticket queues and take corrective actions to manage backlog.
• Provide guidance, mentoring, and coaching to Service Desk staff.
• Coordinate with Level 2/3 support teams, vendors, and infrastructure teams.
• Ensure proper incident categorization, prioritization, documentation, and closure.
• Provide shift handover updates and daily operational reports.
• Support knowledge base creation and onboarding of new staff.

Skills

IT Service Desk operations

SLA/KPI management

Incident management

Stakeholder communication

ITIL knowledge

Tools

ServiceNow

Job description

Role-Service Desk lead.

Experience-7 to 14 yrs.

Location-Delhi NCR.

Desired Competencies (Technical/Behavioral Competency)

Must-Have

Shift & Team Management

• Lead and manage Service Desk analysts during assigned shifts (24x7 / rotational as applicable).
• Allocate and prioritize tickets to ensure SLA and KPI compliance.
• Monitor real-time ticket queues and take corrective actions to manage backlog.
• Provide guidance, mentoring, and on-the-job coaching to Service Desk staff.

Incident & Request Management

• Act as the first escalation point for incidents and service requests.
• Ensure timely resolution of incidents, service requests, and user queries.
• Coordinate with Level 2/Level 3 support teams, vendors, and infrastructure teams.
• Ensure proper incident categorization, prioritization, documentation, and closure.

Service Quality & SLA Management

• Monitor SLAs, OLAs, and shift-level KPIs.
• Identify trends, recurring issues, and improvement opportunities.
• Ensure adherence to ITIL processes such as Incident, Request, and Problem Management.
• Support Major Incident Management by coordinating communications and updates.

Communication & Stakeholder Management

• Provide regular shift handover updates and daily operational reports.
• Communicate effectively with users, management, and support teams during incidents.
• Ensure customer satisfaction through professional and timely communication.

Process & Continuous Improvement

• Enforce standard operating procedures (SOPs) and service desk workflows.
• Identify process gaps and recommend improvements.
• Support knowledge base creation and maintenance.
• Assist with onboarding and training of new Service Desk team members.

Technical Skills

• Strong understanding of IT Service Desk operations and support models
• Experience with ITSM tools (ServiceNow)
• Knowledge of Windows OS, basic networking, Office 365, Active Directory, VPN, and endpoint support
• Understanding of ITIL Incident, Request, Change, and Problem Management processes

Good-to-Have

• Understanding of Incidents, mitigation, and incident response frameworks
• Experienced in communicating with senior management and executives
• Knowledge of relevant laws and regulations related to incident response and data privacy
• Ability to stay calm under pressure and make sound decisions in crisis situations
• Basic knowledge of ServiceNow tool.
• Knowledge of Active Directory
• Knowledge of SCCM / Intune