Job Description

Service Desk Lead

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Service Desk Lead

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Location: Mumbai

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Experience: 8 years to 13years

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Interview Mode: Online Interview

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Interview Date: 4th Sep 2025 (Friday)

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Interview Time: 11: 00 AM to 1: 00 PM

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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

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Must-Have:

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Technical Skills

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

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- Robust communication & leadership
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- Customer‐focused mindset
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- Problem‐solving & decision‐making
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- Ability to work under pressure
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- Team collaboration
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Good to have:

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- ServiceNow
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- Agile Methodology
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- Incident management
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Key responsibilities:

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

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