Service Desk Lead
Tata Consultancy Services
4 days ago
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Job summary
Tata Consultancy Services is seeking a seasoned Service Desk Lead in Mumbai to mentor analysts, manage escalations, ensure SLAs, and drive continuous improvement across IT support operations.
The role focuses on coordinating with L2/L3 teams, maintaining ITIL processes, and reporting on KPIs and CSAT, with a strong emphasis on leadership and customer service excellence.
Qualifications
- Lead and mentor Service Desk analysts.
- Assist with escalations and major incidents and support training.
- Ensure SLAs, KPIs, and CSAT targets are met.
- Coordinate with L2/L3 and crossfunctional teams.
Responsibilities
- Lead and mentor Service Desk analysts
- Handle escalations and major incidents
- Ensure SLAs, KPIs, and CSAT targets are met
- Coordinate with L2/L3 and crossfunctional teams
- Drive FCR, RCA, and continuous improvement
- Monitor ticket queues and shift coverage
- Maintain ITIL process compliance
- Support training, onboarding, and reporting
Skills
Win/Mac support
Networking basics
Active Directory
Office 365
VPN & remote access
Endpoint troubleshooting
Remote support tools
Strong communication
Leadership
Customer-focused
Problem-solving
Team collaboration
Education
ITIL Foundation
CompTIA A+
ServiceNow ITSM
Tools
ServiceNow ITSM
ServiceNow
Agile Methodology
Incident management
Job description
Role & responsibilities
Responsibilities
- Lead and mentor Service Desk analysts
- Handle escalations and major incidents
- Ensure SLAs, KPIs, and CSAT targets are met
- Coordinate with L2/L3 and crossfunctional teams
- Drive FCR, RCA, and continuous improvement
- Monitor ticket queues and shift coverage
- Maintain ITIL process compliance
- Support training, onboarding, and reporting
Technical Skills
- Windows/macOS support
- Networking basics (DNS, DHCP, TCP/IP)
- ServiceNow ITSM
- Active Directory & Office 365
- VPN, MFA, remote access
- Endpoint & hardware troubleshooting
- Remote support tools
Soft Skills
- Strong communication & leadership
- Customerfocused mindset
- Problemsolving & decisionmaking
- Ability to work under pressure
- Team collaboration
- ITIL Foundation
- CompTIA A+
- ServiceNow ITSM
Good to have:
- ServiceNow
- Agile Methodology
- Incident management
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