Service Desk Lead

6 hours ago

Hyderabad Telangana India, Telangana Tata Consultancy Services Full time

ROLE : Service Desk Lead

Exp : 8 to 10

Location : Hyderabad

JD:

  • 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.
  • 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.

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