IT Service Desk Team Leader

Reporting To: Operations ManagerNumber of Direct Reports: Ranging 10-15 SD L1 Agents and SMEsMain purpose of the Role: The IT Service Desk Operations Team Leader is responsible for overseeing the daily operations of the IT service desk team, ensuring timely and effective resolution of IT support requests, maintaining high customer satisfaction, first level resolution, and coordinating team activities to meet client expectations. In addition to these

responsibilities, you will be expected to closely collaborate with both teammates and clients to support, analyze, evaluate, and resolve issues, all with the aim of fostering continuous improvement.

Key

Responsibilities:-Supervise and lead the service desk team, providing guidance, training, and support. Monitor and manage ticket queues to ensure timely resolution of user issues. Escalate complex problems to appropriate technical teams and follow up on resolution. Investigate root causes of failing SLA and KPIs. -Act as a point of contact for escalated issues and communicate with end-users effectively.

Generate and analyze reports on ticket metrics, response times, and team performance. -Identify opportunities for process improvements and implement corrective actions. Maintain up-to-date knowledge of IT systems, software, and support tools. Key Stakeholders:-Service Desk Manager (Client)-TCS Service Delivery Manager-TCS Internal Teams (Corporate functions)-TCS Operations Manager and other mid to senior leadersh ip

Qualifications and Experience (mandatory)PREFERRED:-5+ years of experience as IT Service Desk Team Leader-5+ years of experience in using ServiceNow as ITSM tool-Excellent people management skills-Candidate have lead automation projects-Supervised a team of 15 individuals-ITIL V3/4 Certified-Knowledgeable in GenerativeAI-Knowledgeable in SLA/KPI/OKR-Knowledgeable in Active Directory, O365, Virtualization, Network-Knowledgeable in remote toolsMINIMUM:-3 years of experience as IT Service Desk Team Leader-Advanced people management skills-Candidate have been involved in automation projects -Supervised a team of 10 individuals-ITIL V3/4 Trai ned Skills & Competencies: This role requires a candidate who has excellent communication skills around issues and opportunities - get things done, make things happen.

The ideal candidate should demonstrate skills in people management, decision making, risk management, and strategic thinking. He/she should be an effective leader with ability to motivate team, delegate

responsibilities and problem-solving ski lls.