Job Position : Service desk lead

Exp-Range-7 -15Years

Required Tech stack :Service desk, ITIL, ITSM, Change management , incident management , Stakeholder management , Service now

Interview Date :10-Sep-26

Interview mode :Virtual

Venue : Delhi/NCR

Must have

- 7 years of experience in Service Desk / Service Delivery environments.
- Solid experience with ServiceNow or similar ITSM platforms.
- ITIL Foundation certification preferred.
- Excellent leadership, communication, and stakeholder management skills.
- Lead day-to-day Service Desk operations across phone, email, chat, and self-service channels.
- Ensure SLA, KPI, and operational targets are consistently achieved.
- Monitor incident queues, ticket backlog, aging, and service request resolution.




- Act as the primary escalation point for major incidents and business-critical issues.
- Drive adherence to ITIL processes, including Incident, Problem, Request, and Change Management.
- Coordinate with EUC, Infrastructure, Network, Security, and Application teams for issue resolution.
- Monitor and improve CSAT, DSAT, and First Contact Resolution (FCR) metrics.
- Conduct quality reviews and ensure service excellence across all support channels.
- Prepare operational reports, dashboards, and management presentations.
- Identify automation opportunities and drive self-service adoption.
- Lead service improvement initiatives and enhance overall user experience.

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