IT Service Desk Lead: 24/7 Ops & Mentoring

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

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.