Technical Lead - Service Desk

Tata Consultancy Services; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Tata Consultancy Services in Manila is seeking a seasoned IT Service Desk Lead to act as the Tier 3 escalation point for critical incidents and to guide cross-functional teams across global vendors. The role emphasizes root-cause analysis, automation advocacy, and knowledge sharing to reduce tickets and improve service quality.

The successful candidate will bring 4–6+ years in IT support, strong ITIL expertise, and proven ability to coordinate complex resolutions with stakeholders and

Qualifications

• 4–6+ years in IT Service Desk or Technical Support with 2–3 years in supervisory/SME/lead capacity
• Strong ITIL-based incident, problem, and escalation management; including P1/P2 bridge leadership and root cause analysis
• Proficiency with ServiceNow or comparable ITSM platform, plus strong documentation and knowledge-management skills
• Excellent stakeholder communication, client-facing presentation, team guidance, and coordination across global teams and vendors

Responsibilities

• Act as the Tier 3 technical escalation point for critical and complex incidents.
• Lead troubleshooting bridges for Priority 1 and Priority 2 incidents and coordinate timely technical resolution.
• Perform in-depth Root Cause Analysis and problem management; implement permanent corrective actions.
• Drive resolution of infrastructure, authentication, networking, and cloud-related issues.
• Collaborate with engineering teams to reduce repetitive tickets through automation, self-service, and shift-left.
• Provide technical guidance and troubleshooting support to Service Desk analysts; drive knowledge sharing.
• Participate in client and stakeholder governance meetings and present technical findings to leadership.
• Participate in Service Reviews and Change Advisory Board meetings.
• Support audits, compliance reviews, access certification, and related evidence requirements.
• Maintain accurate technical documentation, SOPs, knowledge articles, and architecture diagrams.
• Coordinate technical activities with global teams and external vendors.
• Report to the Service Delivery Manager and support service-quality, operational-stability, and continuous-improvement

Skills

IT service desk experience

Technical leadership

ITIL incident management

Escalation management

Stakeholder communication

Tools

ServiceNow

Knowledge management tools

Job description

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

• 4-6+ years of IT Service Desk or Technical Support experience, including 2-3 years in a supervisory, SME, or technical lead capacity.
• Strong ITIL-based incident, problem, and escalation management experience, including P1/P2 bridge leadership and Root Cause Analysis.
• authentication, networking, infrastructure, and cloud services.
• Proficiency with ServiceNow or a comparable ITSM platform, supported by strong technical documentation and knowledge-management skills.
• Excellent stakeholder communication, client-facing presentation, team guidance, and coordination skills across global teams and vendors.

Good-to-Have

• Experience supporting enterprise environments and global customers.
• Exposure to automation, self-service, shift-left, and ticket-reduction initiatives.
• Experience supporting audits, compliance reviews, access certification, Service Reviews, and CAB meetings.

SN Responsibility of / Expectations from the Role

1. 1 Act as the Tier 3 technical escalation point for critical and complex incidents.
2. 2 Lead troubleshooting bridges for Priority 1 and Priority 2 incidents and coordinate timely technical resolution.
3. 3 Perform in-depth Root Cause Analysis and problem management, and implement permanent corrective actions for
4. 4 Drive resolution of infrastructure, authentication, networking, and cloud-related issues.
5. 5 Collaborate with engineering teams to reduce repetitive tickets through automation, self-service, and shift-left
6. 6 Provide technical guidance and troubleshooting support to Service Desk analysts, while driving knowledge sharing
7. 7 Participate in client and stakeholder governance meetings and present technical findings to leadership.
8. 8 Participate in Service Reviews and Change Advisory Board meetings.
9. 9 Support audits, compliance reviews, access certification, and related evidence requirements.
10. 10 Maintain accurate technical documentation, Standard Operating Procedures, knowledge articles, and architecture
11. 11 Coordinate technical activities with global teams and external vendors.
12. 12 Report to the Service Delivery Manager and support service-quality, operational-stability, and continuous-