Live opening · Posted 6 days ago

Service Desk Lead

Tata Consultancy Services Limited · Mumbai, Maharashtra, India (On-site)

Linkedin No

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At a glance

The key details from the original listing.

Posted 6 days ago

CompanyTata Consultancy Services Limited

LocationMumbai, Maharashtra, India (On-site)

Work modeNo

SourceLinkedin

Listed6 days ago

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About the role

Description supplied by the original job listing.

Service Desk Lead
Service Desk Lead
Location: Mumbai
Experience: 8 years to 13years
Interview Mode: Online Interview
Interview Date: 4th Sep 2025 (Friday)
Interview Time: 11: 00 AM to 1: 00 PM
Mandatory skills: IT Service Desk Operations, Service Now, SLA Management, KPI Tracking, First Call Resolution (FCR), CSAT, Queue Management, Team Handling, People Management, Shift & Roster Management
Must-Have:
Technical Skills
Windows/macOS support
Networking basics (DNS, DHCP, TCP/IP)
ServiceNow ITSM
Active Directory & Office 365
VPN, MFA, remote access
Endpoint & hardware troubleshooting
Remote support tools
Soft Skills
Strong communication & leadership
Customer‑focused mindset
Problem‑solving & decision‑making
Ability to work under pressure
Team collaboration
Good to have:
ServiceNow
Agile Methodology
Incident management
Key responsibilities:
Lead and mentor Service Desk analysts
Handle escalations and major incidents
Ensure SLAs, KPIs, and CSAT targets are met
Coordinate with L2/L3 and cross‑functional teams
Drive FCR, RCA, and continuous improvement
Monitor ticket queues and shift coverage
Maintain ITIL process compliance
Support training, onboarding, and reporting
15 years of Continuous Education.

Work arrangement
No

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