The Service Desk SME / Shift Lead is responsible for leading service desk operations, ensuring SLA compliance, managing team performance, and acting as an escalation point for critical incidents. This role involves hands-on leadership, reporting, and operational excellence in a 24/7 support environment.
Key Responsibilities
- Lead and manage daily service desk operations across shifts
- Ensure team schedule adherence, attendance, and break management
- Monitor and manage ticket queues (P1P4) ensuring SLA compliance for response and resolution
- Act as the primary escalation point for major incidents (P1/P2)
- Coordinate with cross-functional teams to drive timely issue resolution
- Conduct effective shift handovers with proper documentation
- Provide mentoring, coaching, and performance feedback to team members
- Drive continuous improvement initiatives and process optimization
SLA & Operational Management
- Ensure strict adherence to response and resolution SLAs across priority levels (P1–P4)
- Proactively identify SLA risks and take corrective actions
- Manage escalations and communicate status updates to stakeholders
- Maintain high customer satisfaction through quality service delivery
Reporting & Analytics
- Prepare and present weekly and monthly service performance reports
- Generate customized reports based on customer requirements
- Analyze trends, identify recurring issues, and provide actionable insights
- Maintain dashboards for SLA, KPI, and ticket metrics
Required Skills & Competencies
- Solid knowledge of ITIL framework (Incident, Problem, Change Management)
- Excellent team management and leadership skills
- Strong analytical and problem-solving abilities
- Advanced MS Excel skills (Pivot tables, VLOOKUP, reporting, dashboards)
- Experience with ticketing tools like ServiceNow, Remedy, or similar
- Excellent communication and stakeholder management skills
Experience
- 5–7 years of experience in Service Desk / IT Support environment
- Minimum 1–2 years in a Team Lead / SME / Shift Lead role
- Experience in handling global clients and 24/7 support operations is preferred
Key Performance Indicators (KPIs)
- SLA compliance (Response & Resolution)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Team productivity and schedule adherence
- Incident backlog and aging tickets
📌 Service Desk SME / Shift Lead (Hyderabad)
🏢 Tata Consultancy Services
📍 Hyderabad
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