Service Desk Team Lead

About the Company

Tata Consultancy Services (TCS) is a worldwide leader in IT and business solutions, with over 612,000 employees spread across 55 countries. For the fiscal year 2023-24, TCS reported revenues of USD 29.08 billion. Their service offerings span Cloud Infrastructure, Cognitive Business Operations, Cybersecurity, Consulting, Enterprise solutions, Internet of Things and Digital Engineering, and Data Analytics. TCS is renowned as one of the largest equal opportunity employers in India, boasting more than 100,000 female associates, and has repeatedly been recognized among India's Most Respected Companies.

Role Overview

This position involves leading daily operations of the service desk during allocated shifts or service teams, providing adequate staffing, managing queues, safeguarding SLA commitments, and ensuring a consistent user experience.

Key Responsibilities

• Lead service desk activities, including shift briefings and work allocation.
• Monitor demand throughout shifts and collaborate with Workforce Management to balance staffing, languages, and communication channels.
• Provide immediate guidance to service agents and handle escalations to ensure high-impact cases follow appropriate resolution paths.
• Analyze key operational metrics such as backlog, aging tickets, repeat contacts, reopen rates, reassignment trends, first contact resolution rates, average handling time, mean time to recovery, adherence, quality, customer satisfaction, and experience level agreements, and take necessary corrective measures.
• Mentor team members via side-by-side coaching, ticket evaluations, call monitoring, refresher training sessions, and structured performance improvement plans.
• Engage cross-functionally with Quality, Training, Knowledge Management, Workforce Management, IT Service Management, technology teams, and vendors to close performance, procedural, and skill gaps.
• Manage critical incident support, business-critical event handling, VIP escalations, and service recovery efforts with prompt communication and clear responsibility.
• Identify opportunities for operational improvements such as shift-left initiatives, automation, self-service, virtual assistants, and documentation enhancements based on operational data and feedback from agents.
• Prepare reports on shift rosters, governance inputs, risks, action plans, and handovers; assist with transitions, go-live phases, hypercare periods, and stabilization activities.

Eligibility

Applicants must possess a graduate-level degree in any discipline.