Service Desk - Team Leader (6- 12 Years )

Tata Consultancy Services; Bengaluru; On-site; INR 800,000 - 1,000,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced service desk lead to manage daily operations for assigned shifts in Bengaluru. The role focuses on ensuring coverage, SLA adherence, effective escalations, and high-quality user support.

You will guide agents, monitor metrics, drive improvements, and collaborate with Quality, Training, WFM, ITSM, and vendors to close gaps and stabilize services during go-lives and major incidents.

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.