Information Technology Team Lead

Tata Consultancy Services Limited; Taguig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Tata Consultancy Services Limited is seeking an IT Service Desk Lead for on-site work in BGC, Taguig. You will oversee day-to-day operations, mentor L1 staff, and ensure efficient resolution of technical issues across calls, chat, and web tickets.

Strong ITIL knowledge and experience with Genesys PureCloud and ServiceNow are essential. The role requires 5–7 years of relevant experience, a Bachelor’s degree in CS/IT, and readiness for 24x7 rotating shifts in Manila.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or relevant practical experience.
• 5–7 years of experience in IT service delivery or service desk leadership.
• Proven ability to manage day-to-day support operations and SLA/KPI adherence.
• Experience with Genesys PureCloud and ITSM tooling (ServiceNow).
• ITIL certification or strong ITSM knowledge is required.
• Flexible for 24x7 shifts with on-site work in BGC, Taguig.

Responsibilities

• Manage day-to-day IT support operations and ensure teams resolve technical issues promptly.
• Serve as escalation lead for complex technical issues and oversee ticket lifecycle (L1).
• Supervise, train, and schedule 24/7 coverage to meet business needs.
• Ensure SOPs and best practices are followed; monitor SLAs and CSAT scores.
• Identify recurring issues, update knowledge base, and suggest workflow improvements.
• Promote knowledge sharing and provide L1 training and cross-training.
• Encourage automation opportunities and process improvements.

Skills

IT Service Desk Lead

End User Computing

Remote Desktop Troubleshooting

ServiceNow

Education

Bachelor's degree in Computer Science/IT or relevant experience

Tools

Genesys PureCloud

ITSM tools (ServiceNow)

Job description

Technical Skill set : IT Service Desk, End User Computing, Remote Desktop Troubleshooting, ServiceNow

Desired Experience Range 5-7 years

Location of Requirement: BGC

Education Bachelor's degree in Computer Science, Information Technology, or relevant practical experience

Desired Competencies (Technical / Behavioral Competency)

Must-Have

Proven Experience as a IT Service Desk Lead or L1 Help Desk Lead

Experience in managing day-to-day support operations, ensuring teams

resolve technical issues efficiently

Technical knowledge & troubleshooting experience for issue related to

Working experience with Genesys Pure Cloud and ITSM tools like

ServiceNow

Experience in providing ITSD support via Calls, Chat & Web Tickets

ITIL Certification - Strong working knowledge of IT Service Management

frameworks like ITIL.

Flexible for 24*7 – Rotational Shifts & 5x a week On-site work schedule

Excellent conflict resolution, mentoring, and stakeholder communication

abilities.

Good-to-Have

Basic reporting via Excel & Presentations

Flexible Shift hours

Responsibilities

1 Manage day-to-day support operations, ensuring teams resolve technical issues

efficiently and meet all SLAs and KPIs

2

Serve as the primary point of escalation for complex technical issues and oversee the

ticket lifecycle from intake to resolution handling L1 cases - Password reset, Outlook,

Printer, Network connectivity etc.,

3 Supervise, train, and schedule shift personnel to ensure 24/7 or business-hour

coverage

4 Ensure team Adheres to the Standard Operating Procedures and best practices set by

Customer

5 Track and report on Service Level Agreements (SLAs), Key Performance Indicators

(KPIs), and Customer Satisfaction (CSAT) scores

6 Identify recurring issues, update knowledge base articles, and recommend

operational workflow enhancements

7 Promote knowledge sharing, including training for Level 1 employees and cross

8 Ensure team members Escalate incidents and requests to the next level of support

with comprehensive work notes and troubleshooting steps performed.

9 Identify opportunities to automate processes, AI infusion or shift to the Level 1 team.

10 Provide suggestions for continual improvement