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.
- Valuable understanding of SLA/KPI management and reporting.
- Excellent communication and stakeholder management skills.
- Hands-on experience with ServiceNow and/or Jira.

📌 Tcs is hiring For ServiceDesk Lead For Chennai on 5th Sep 26
🏢 Tata Consultancy Services
📍 Chennai