Service Desk Lead

Service Desk Lead
Location: Mumbai
Experience: 8 years to 13years

Interview Mode: Online Interview
Interview Date: 4th Sep 2025 (Friday)
Interview Time: 11: 00 AM to 1: 00 PM

Mandatory skills: IT Service Desk Operations, Service Now, SLA Management, KPI Tracking, First Call Resolution (FCR), CSAT, Queue Management, Team Handling, People Management, Shift & Roster Management

Must-Have:
Technical Skills
- Windows/macOS support
- Networking basics (DNS, DHCP, TCP/IP)
- ServiceNow ITSM
- Active Directory & Office 365
- VPN, MFA, remote access
- Endpoint & hardware troubleshooting
- Remote support tools

Soft Skills
- Solid communication & leadership
- Customer‑focused mindset
- Problem‑solving & decision‑making




- Ability to work under pressure
- Team collaboration

Good to have:
- ServiceNow
- Agile Methodology
- Incident management

Key responsibilities:
- 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

15 years of Continuous Education.

📌 Service Desk Lead (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai