Role & responsibilities

Job Description: Service Desk SME / Shift Lead Role Summary

The Service Desk SME / Shift Lead is responsible for leading service desk operations, ensuring SLA compliance, managing team performance, and acting as an escalation point for critical incidents. This role involves hands-on leadership, reporting, and operational excellence in a 24/7 support setting. Key Responsibilities • Lead and manage daily service desk operations across shifts • Ensure team schedule adherence, attendance, and break management • Monitor and manage ticket queues (P1P4) ensuring SLA compliance for response and resolution • Act as the primary escalation point for major incidents (P1/P2) • Coordinate with cross-functional teams to drive timely issue resolution • Conduct effective shift handovers with proper documentation • Provide mentoring, coaching,



and performance feedback to team members • Drive continuous improvement initiatives and process optimization SLA & Operational Management • Ensure strict adherence to response and resolution SLAs across priority levels (P1–P4) • Proactively identify SLA risks and take corrective actions • Manage escalations and communicate status updates to stakeholders • Maintain high customer satisfaction through quality service delivery Reporting & Analytics • Prepare and present weekly and monthly service performance reports • Generate customized reports based on customer requirements • Analyze trends, identify recurring issues, and provide actionable insights • Maintain dashboards for SLA, KPI, and ticket metrics Required Skills & Competencies • Strong knowledge of ITIL framework (Incident, Problem, Change Management

📌 Service Desk SME / Shift Lead (Hyderabad)
🏢 Tata Consultancy Services
📍 Hyderabad