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
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