Service Deak Team Lead - – Retail Service Desk

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

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

(Ideally should not bemore than 3-5)

Strong knowledge of:

• o ITIL framework (mandatory)
• o ServiceNow or similar ITSM tools
• o Windows OS, O365, Active Directory
• o End User Computing (EUC), networking basics
• o Retail store technologies (POS, devices, peripherals )

Familiarity with monitoring tools and enterprise IT environments

Good-to-Have

Responsibility of / Expectations from the Role

1. 1 Identify and analyse opportunities in performance, coach, develop and support task for analyse improvement
2. 2 Lead service delivery action plans, implement and create meaningful governance
3. 3 Service Desk Background – Retail environment
4. 5 Other related Team Leader task ( client performance review, performance analysis and etc)

About TCS

The Service Desk Team Leader will serve as a coach, mentor and technical and process expert supporting RETAIL Service Desk operations. The role is responsible for driving operational excellence, leading complex incident resolutions, enabling shift-left capabilities, and ensuring adherence to ITIL-based service management practices.

The Team Leader will work closely with other Team Leads, project leaders, Service Delivery Managers, and Client stakeholders to enhance service quality, improve KPIs, and strengthen knowledge management across the service desk.