Service Desk Team Lead

Tata Consultancy Services Limited; Bengaluru; On-site; INR 750,000 - 1,050,000; Full time

Job summary

Tata Consultancy Services Limited in Bengaluru is seeking a Service Desk Lead with 5–8 years of experience to oversee day-to-day service desk operations in a fast-paced, 24x7 environment. You will guide a team, manage performance, review knowledge base articles, and coordinate with clients to ensure high-quality incident resolution.

The role emphasizes shift-left strategies, first-contact resolution, and continual service improvement through process enhancements and automation ideas, with

Qualifications

• Experience leading a service desk or IT support team.
• Strong understanding of shift-left, FCR/FLR metrics.
• Experience with knowledge base management and continuous improvement.

Responsibilities

• Floor support and day-to-day service desk operations.
• Conduct call audits to ensure quality and compliance.
• Take supervisor calls and assist in escalation management.
• Manage team performance and provide coaching as needed.
• Review and update knowledge base articles for accuracy.
• Work in a demanding, fast-paced 24x7x365 environment, including after-hours/weekends as required.
• Drive shift-left initiatives and improve FCR/FLR metrics.
• Provide input on continual service improvement and automation opportunities to clients and internal teams.

Skills

Service desk leadership

Shift-left

FCR

FLR

KB review

Performance management

24x7 operations

Automation ideas

Job description

Role : Service desk lead

YOE : 5 to 8

Location : Bengaluru

JD:

• 1. Floor Support
• 2. Call Audits
• 3. Take Supervisor Calls
• 4. Managing performance of the team
• 5. KB article review
• 6. Requires the ability to thrive in a demanding, fast paced 24*7*365 operations support environment, which may occasionally require working after normal business hours or weekends. Candidates might need to extend support during Week Offs depending on the business requirement
• 7. Shift-left, FCR and FLR improvement
• 8. Continual Service Improvement provide inputs to the client and internal teams on improvement opportunities, contact reduction, automation etc.