Retail Service Desk Lead - ITIL & Incident Excellence

Tata Consultancy Services; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Team Leader to drive operational excellence within the RETAIL Service Desk. You will coach teams, resolve complex incidents, enable shift-left capabilities and ensure ITIL-based service management practices are followed.

You will collaborate with other leads, delivery managers and client stakeholders to uplift service quality, improve KPIs, and strengthen knowledge management across service desk operations.

Qualifications

• Must have ITIL framework experience and ITSM tools (ServiceNow or similar).
• Proficiency with Windows OS, Office 365 (O365) and Active Directory.
• Strong grounding in End User Computing (EUC) and networking basics.
• Familiarity with retail store technologies (POS devices and peripherals).
• Familiar with monitoring tools and enterprise IT environments.

Responsibilities

• Identify and analyse opportunities in performance, coach, develop and support tasks for improvement.
• Lead service delivery action plans, implement governance and drive improvements.
• Background in Service Desk, particularly in a RETAIL environment.
• Additional team-leader tasks such as client performance reviews and performance analysis.

Skills

ITIL framework

ServiceNow / ITSM

Windows OS

O365

Active Directory

End User Computing (EUC)

Networking basics

Retail store technologies

Tools

ServiceNow

Job description

Tata Consultancy Services is seeking a Service Desk Team Leader to drive operational excellence within the RETAIL Service Desk. You will coach teams, resolve complex incidents, enable shift-left capabilities and ensure ITIL-based service management practices are followed.

You will collaborate with other leads, delivery managers and client stakeholders to uplift service quality, improve KPIs, and strengthen knowledge management across service desk operations.