Service Desk Team Leader

Tata Consultancy Services Limited; Chennai; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services Limited is seeking a Service Desk Lead in Chennai to oversee day-to-day service desk operations across shifts, ensuring SLA adherence and a consistent user experience. The role involves coordinating with Workforce Management, guiding agents in real time, and driving improvements across processes and tools.

You will be responsible for managing escalations, reviewing key metrics, coaching staff, and collaborating with Quality, Training, WFM, ITSM, and vendors to close

Responsibilities

• Lead day-to-day service desk operations for assigned shifts or service pods, ensuring adequate coverage, queue control, SLA protection and consistent user experience.
• Conduct shift briefings, allocate work, monitor intraday demand and coordinate with Workforce Management to address staffing, language and channel imbalances
• Provide real-time guidance to agents, take ownership of operational escalations and ensure complex or high-impact cases are progressed through the correct resolver path
• Review backlog, aging, repeat contacts, reopen rates, reassignment patterns, FCR/FLR, AHT, MTTR, adherence, quality, CSAT and XLA indicators and initiate corrective actions.
• Coach team members through side-by-side support, ticket reviews, call listening, targeted refreshers and documented improvement plans.
• Coordinate with Quality, Training, Knowledge, WFM, ITSM, technology teams and vendors to resolve performance, process and capability gaps
• Support major incidents, business-critical events, VIP escalations and service recoveries with timely communication and clear ownership
• Identify shift-left, automation, self-service, virtual assistant and knowledge opportunities based on operational data and agent feedback.
• Prepare shift roster reports, governance inputs, risks, actions and handovers; support transition, go-live, hypercare and stabilization milestones.

Job description

Role & responsibilities

Lead day-to-day service desk operations for assigned shifts or service pods, ensuring adequate coverage, queue control, SLA protection and consistent user experience.

Conduct shift briefings, allocate work, monitor intraday demand and coordinate with Workforce Management to address staffing, language and channel imbalances

Provide real-time guidance to agents, take ownership of operational escalations and ensure complex or high-impact cases are progressed through the correct resolver path

Review backlog, aging, repeat contacts, reopen rates, reassignment patterns, FCR/FLR, AHT, MTTR, adherence, quality, CSAT and XLA indicators and initiate corrective actions.

Coach team members through side-by-side support, ticket reviews, call listening, targeted refreshers and documented improvement plans.

Coordinate with Quality, Training, Knowledge, WFM, ITSM, technology teams and vendors to resolve performance, process and capability gaps

Support major incidents, business-critical events, VIP escalations and service recoveries with timely communication and clear ownership

Identify shift-left, automation, self-service, virtual assistant and knowledge opportunities based on operational data and agent feedback.

Prepare shift roster reports, governance inputs, risks, actions and handovers; support transition, go-live, hypercare and stabilization milestones.