Service Desk Lead_8 TO 10 YEARS_DELHI/NCR

TCS IS HIRING FOR SERVICE DESK LEAD_8 TO 10 YEARS EXP FOR GURUGRAM LOCATION

JD FOR REFERENCE:

Job Description

The Service Desk Lead oversees daily operations of the service desk, ensuring timely resolution of incidents and requests, managing team performance, and maintaining high customer satisfaction.

Main Activities

• Manage and supervise Service Desk team members.
• Ensure adherence to ITIL processes and SLAs.
• Monitor ticket queues and prioritize critical issues.
• Provide escalation support for complex incidents.
• Conduct regular team meetings and performance reviews.
• Maintain and update knowledge base articles.
• Collaborate with other IT teams for issue resolution.
• Generate and analyze service desk performance reports.
• Drive process improvements and automation initiatives.

Must-Have

• Strong leadership and team management skills.
• Expertise in ITSM tools (ServiceNow).
• In-depth knowledge of ITIL framework.
• Excellent communication and problem-solving skills.
• Ability to handle high-pressure situations and escalations.
• Experience in reporting and KPI management.

Good to have

• Experience with automation tools and scripting.
• Knowledge of cloud platforms and remote support tools.