- 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
Soft Skills
- Robust communication & leadership
- Customer‑focused mindset
- Problem‑solving & decision‑making
- Ability to work under pressure
- Team collaboration
Certifications (Preferred)
- ITIL Foundation
📌 Service Desk Lead (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai
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