ServiceDesk

Tata Consultancy Services; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Lead to manage L1/L1.5 support, ensuring timely incident resolution and adherence to SLAs. You will coordinate with L2/L3 teams, drive incident, request, and problem management, and mentor a team of Service Desk Analysts.

The role emphasizes governance, reporting, and continuous improvement through ITIL practices, with a focus on customer satisfaction and proactive service enhancements.

Qualifications

• ITIL and Incident/Problem/Change Mgmt experience required.
• Strong stakeholder management and customer engagement skills.
• Experience in IT operations, service governance, and reporting.

Responsibilities

• Lead Service Desk operations for L1/L1.5 support and ensure SLA/KPI adherence.
• Drive incident, request, and problem management processes; analyze trends and drive improvements.
• Oversee team performance, coaching, training, and shift planning.

Skills

ITIL

Incident Management

Problem Management

Change Management

Request Fulfillment

Service Governance

Team Management

Stakeholder Management

Customer Engagement

Escalation Management

Excel Reporting

Dashboard Creation

SLA/KPI Tracking

Job description

Role & responsibilities

Service Desk Operations

Lead and manage the Service Desk team providing L1 and L1.5 support.

Ensure timely resolution of incidents and service requests within agreed SLAs/KPIs.

Monitor service queues, ticket volumes, backlog, and aging incidents.

Manage major incident communications and escalations.

Coordinate with L2/L3 support teams for issue resolution.

Ensure adherence to operational processes and support standards.

Provide 24x7 operational governance and service oversight.

Incident & Request Management

Drive Incident, Request, and Problem Management processes.

Conduct incident trend analysis and identify improvement opportunities.

Facilitate major incident reviews and root cause discussions.

Ensure proper ticket categorization, prioritization, and documentation.

Team Leadership

Manage daily operations of Service Desk Analysts.

Conduct performance reviews and coaching sessions.

Develop training plans and knowledge-sharing initiatives.

Mentor team members and support career development.

Ensure resource planning, shift scheduling, and coverage management.

Stakeholder & Customer Management

Act as primary point of contact for client stakeholders.

Conduct service review meetings and operational governance discussions.

Provide regular service reporting and performance dashboards.

Drive customer satisfaction and continuous service improvement initiatives.

Process & Service Improvement

Implement ITIL best practices across Service Desk operations.

Develop and maintain standard operating procedures (SOPs).

Drive Knowledge Base (KB) creation and maintenance.

Monitor service trends and recommend proactive improvements.

Reporting & Governance

Prepare weekly and monthly operational reports.

Track SLA/KPI performance metrics.

Present operational insights to management and customers.

Support audits, compliance, and governance requirements.

Preferred candidate profile

Desired Competencies (Technical/Behavioral Competency)

• IT Service Management (ITIL)
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Governance
• Team Management
• Stakeholder Management
• Customer Engagement
• Escalation Management
• Excel Reporting
• Dashboard Creation
• SLA/KPI Tracking