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Service Desk Lead

2 months ago

Chennai, India Tata Consultancy Services Full time

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.


What we are looking for

Role: Service Desk Lead

Experience Range: 7 – 12 Years

Location: Chennai / Bangalore


Must Have:


• To manage the Service Desk team according to TCS policies and guidelines. This includes all aspects of Management such as training and development, performance monitoring, appraisals and objective setting, HR issues, resource management, recruitment, etc.

• Experience of working with customer in Global Delivery Model

• Proactive, Performance-driven, customer service oriented, well-organized individual with expertise in IT Service Desk.

• Manage work load coming into Service Desk using the resources available (onsite, offshore) and ensuring effective delivery.

• Responsible for delivery of all Risk and Audit activities.

• Ensure team meetings happen as agreed and all issues (internal or external) are addressed, escalated appropriately to TCS management as needed.

• Produce high quality weekly, monthly reports agreed with client and any ad-hoc reports requested by TCS management

• Propose improvements in Service Desk line with business requirements and with vision of changing technology.

• Work with various IT teams to identify ServiceNow automation and integration opportunities to improve the existing state of IT operations

• On boarding of team members by liaising with TCS mgmt. and RMG team.

• Ability to coach and encourage less experienced members of the team

• Clear understanding and ability to articulate the IT services provided, how they are used and impact of non-availability

• Take a hands-on approach to managing the daily workload of the Service Desk, ensuring all calls are being properly handled, prioritized, and progressed, customers are kept informed, and communications and customer service are of the highest standard.

• To own, review, and revise the ITIL Service Operation Policies, Processes, and Procedures pertaining to the role and regularly report on their performance using a range of KPIs and metrics. These include Incident, Even and Access Management and Request Fulfilment.

• In collaboration with other team managers across Onsite and Offshore, manage the configuration of the IT Service Management and call logging tool so that all call types are managed as efficiently and effectively as possible.

• Compile and maintain the workflows, processes, and procedures used by Support Analysts in their day to day roles following ITIL standards.

• The post holder will be part of a management team and will contribute towards the team’s Service Management targets and Continuous Service Improvement Program following the TCS approach.

• Play a lead role in transitioning new Services into Service Operation, ensuring the Service Desk’s requirements are clearly defined and delivered.

• To build and maintain good working relationships with customers, suppliers, and other technical areas.


Good-to-Have:


  • To manage the Service Desk team according to TCS policies and guidelines. This includes all aspects of Management such as training and development, performance monitoring, appraisals and objective setting, HR issues, resource management, recruitment, etc.
  • Regular weekly contact with Customer Manager or Lead to update, appraise and solicit guidance on critical business issues.


Role descriptions / Expectations from the Role :


  • Contact with UK and Offshore support teams as and when required to do so to update them on current issues and decisions, seeking guidance and support for issues that affect the success of the service delivery.
  • Communicate regularly with all required functional teams and other parts of the company. Sharing information and building positive relationships to help achieve business goals and objectives within the account. Building also positive relationships with internal & external contacts to maximize efficiency and to represent the business in a professional manner at all times.
  • Undertake other duties of a reasonable nature, as may be determined by your Manager and/or relevant personnel designated for such purpose to do so to meet the needs of the business and/or clients operational requirements as and when required.
  • Good understanding of Incident, Asset, Problem and Change Management (ITIL)
  • Generate reports as needed


Interested candidates pls share your cv to mailid: c.nayana@tcs.com with subject " Service Desk Lead" for further Discussion