BENGALURU · FULLTIME
Walk-in || Service Desk - Team Leader -24 Oct 26
Tata Consultancy Services
Bengaluru · onsite · Posted 2d ago
Sourced from
Undisclosed6–11 yrsfulltimeBengaluru
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Section · 01
About this role
- Role & responsibilities
- Lead day-to-day service desk operations for assigned shifts or service pods, ensuring adequate coverage, queue control, SLA protection and consistent user experience.
- Conduct shift briefings, allocate work, monitor intraday demand and coordinate with Workforce Management to address staffing, language and channel imbalances
- Provide real-time guidance to agents, take ownership of operational escalations and ensure complex or high-impact cases are progressed through the correct resolver path
- Review backlog, aging, repeat contacts, reopen rates, reassignment patterns, FCR/FLR, AHT, MTTR, adherence, quality, CSAT and XLA indicators and initiate corrective actions.
- Coach team members through side-by-side support, ticket reviews, call listening, targeted refreshers and documented improvement plans.
- Coordinate with Quality, Training, Knowledge, WFM, ITSM, technology teams and vendors to resolve performance, process and capability gaps
- Support major incidents, business-critical events, VIP escalations and service recoveries with timely communication and clear ownership
- Identify shift-left, automation, self-service, virtual assistant and knowledge opportunities based on operational data and agent feedback.
- Prepare shift roster reports, governance inputs, risks, actions and handovers; support transition, go-live, hypercare and stabilization milestones.
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Section · 02
Skills
Help Desk OperationsTechnical SupportWorkforce ManagementTechnical HelpdeskCoordinationleadershipIT Helpdesk
Section · Company
About TCS
Tata Consultancy Services
IT Services & Consulting
608.0k+
employees
1968
58 years old
Mumbai, Maharashtra
India
About
An IT services and consulting firm offering business solutions, committed to driving innovation for global enterprises.
Industries
IT Services & ConsultingFinancial ServicesInternetEducation & TrainingBPO
Employee ratings
114,115 reviews
3.3/ 5
Culture
3.2
Career growth
2.3
Work-life
3.5
Employees rate it well for
Job Security22973Salary21006Work Life Balance15396Appraisal10413Work Culture8916
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