Tcs is hiring For ServiceDesk Lead For Chennai on 5th Sep 26

Job Description Service Desk Lead

Location: Chennai
Experience: 6- 10 Years

Key Responsibilities

• Lead and supervise the support team during assigned shifts while providing hands-on production support.
• Take end-to-end ownership of P1/P2 incidents and drive timely resolution.
• Monitor and manage SLA compliance across Chat, Phone, and Email support channels.
• Coordinate and lead Major Incident Management (MIM) activities, including stakeholder communication and status updates.
• Conduct shift handovers, ensuring proper knowledge transfer and coverage coordination.
• Track and improve key service metrics, including:
• First Response Time (FRT)
• Mean Time to Resolution (MTTR)
• First Contact Resolution (FCR)
• SLA Breach Rate
• Customer Satisfaction (CSAT)
• Coach, mentor, and guide support agents to enhance team performance and service quality.
• Collaborate with internal teams and stakeholders to ensure seamless service delivery.

Required Skills

• Strong experience in IT Service Management / Service Desk Operations.
• Proven experience in handling Major Incidents and Escalation Management.
• Good understanding of SLA/KPI management and reporting.
• Excellent communication and stakeholder management skills.
• Hands-on experience with ServiceNow and/or Jira.