Onsite Deskside Support Lead — Enterprise User Experience
Tata Consultancy Services Limited
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Job summary
Tata Consultancy Services Limited is seeking an experienced Deskside Support Lead to oversee onsite IT support delivery at client locations in Quezon City. The role demands strong technical leadership, stakeholder management, and adherence to ITSM processes, SLAs, and escalation management.
You will mentor a team of Deskside Engineers and Field Technicians, coordinate with multiple IT domains, and drive continuous improvements in end-user experience and service quality.
Qualifications
- Bachelor's degree in IT/CS or related field.
- ITIL Foundation Certification or higher is preferred.
- Experience leading onsite enterprise support teams is required.
- Strong communication and stakeholder management skills.
- Experience supporting executive/VIP users is a plus.
Responsibilities
- Oversee and drive delivery of onsite Deskside Support across client locations.
- Lead daily operations, ensuring high-quality IT support and end-user experience.
- Monitor SLA/KPI performance and drive improvements and governance.
- Mentor Deskside Engineers and Field Technicians; manage staffing and performance.
- Provide technical escalation support for complex issues.
- Manage asset and endpoint lifecycle, including deployment and refresh.
- Engage with stakeholders and clients; deliver performance reviews and reporting.
Skills
Education
Tools
Job description
Tata Consultancy Services Limited is seeking an experienced Deskside Support Lead to oversee onsite IT support delivery at client locations in Quezon City. The role demands strong technical leadership, stakeholder management, and adherence to ITSM processes, SLAs, and escalation management.
You will mentor a team of Deskside Engineers and Field Technicians, coordinate with multiple IT domains, and drive continuous improvements in end-user experience and service quality.
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