Job DescriptionService Desk Lead
NService Desk Lead
nLocation: Mumbai
NExperience: 8 years to 13years
NInterview Mode: Online Interview
NInterview Date: 4th Sep 2025 (Friday)
NInterview Time: 11: 00 AM to 1: 00 PM
NMandatory 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
NMust-Have:
NTechnical Skills
n
- N
- Windows/macOS support N
- Networking basics (DNS,DHCP, TCP/IP) N
- ServiceNow ITSMn
- Active Directory & Office 365 N
- VPN, MFA, remote access N
- Endpoint & hardware troubleshooting N
- Remote support tools N

nSoft Skills
n
- N
- Robust communication & leadership N
- Customer‐focused mindset N
- Problem‐solving & decision‐making N




- Ability to work under pressure N
- Team collaborationn

NGood to have:
N
- n
- ServiceNown
- Agile Methodology N
- Incident management N

nKey responsibilities:
N
- n
- Lead and mentor Service Desk analysts N
- Handle escalations and major incidents N
- Ensure SLAs, KPIs, and CSAT targets are met N
- Coordinate with L2/L3 and cross‐functional teams N
- Drive FCR, RCA, and continuous improvement N
- Monitor ticket queues and shift coverage N
- Maintain ITIL process compliance N
- Support training, onboarding, and reporting N

n15 years of Continuous Education.

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