Walk-in | Service Desk - Team Leader

Tata Consultancy Services Limited; Bengaluru; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Tata Consultancy Services Limited in Bengaluru is seeking a Service Desk Lead to oversee day-to-day shift operations, ensure SLA protection and deliver a consistent user experience. The role requires ownership of staffing, queue control and timely escalation handling across channels.

You will coach agents through reviews and targeted refreshers, monitor KPIs such as CSAT, AHT and MTTR, and partner with Quality, Training, WFM and IT teams to close gaps and implement shift-left and automation

Qualifications

• Experience leading day-to-day service desk operations, ensuring SLA protection and optimal user experience.
• Coordinate staffing, language and channel balance with Workforce Management.
• Provide real-time guidance to agents and own escalations for complex cases.
• Track and act on metrics like FCR, CSAT, AHT, MTTR and adherence.
• Coach team members through side-by-side support and targeted refreshers.

Responsibilities

• Lead day-to-day service desk operations for shifts or pods.
• Provide real-time guidance to agents and own escalations.
• Monitor SLA, queue control and user experience.
• Review backlog, aging, reopen rates and reassignment patterns.
• Coach through reviews, ticket reviews and call listening.
• Coordinate with Quality, Training, Knowledge, WFM, ITSM, and vendors.
• Support major incidents and VIP escalations with clear ownership.
• Identify shift-left, automation and self-service opportunities based on data and feedback.
• Prepare shift roster reports, governance inputs, risks and handovers.

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.