- Role & responsibilities
- Lead day-to-day service desk operations for assigned shifts or service pods, ensuring adequate coverage, queue control, SLA protection and consistent user experience.
- Conduct shift briefings, allocate work, monitor intraday demand and coordinate with Workforce Management to address staffing, language and channel imbalances
- Provide real-time guidance to agents, take ownership of operational escalations and ensure complex or high-impact cases are progressed through the correct resolver path
- Review backlog, aging, repeat contacts, reopen rates, reassignment patterns, FCR/FLR, AHT, MTTR, adherence, quality, CSAT and XLA indicators and initiate corrective actions.
- Coach team members through side-by-side support, ticket reviews, call listening,



targeted refreshers and documented improvement plans.
- Coordinate with Quality, Training, Knowledge, WFM, ITSM, technology teams and vendors to resolve performance, process and capability gaps
- Support major incidents, business-critical events, VIP escalations and service recoveries with timely communication and transparent ownership
- Identify shift-left, automation, self-service, virtual assistant and knowledge opportunities based on operational data and agent feedback.
- Prepare shift roster reports, governance inputs, risks, actions and handovers; support transition, go-live, hypercare and stabilization milestones.

📌 Walk-in || Service Desk - Team Leader -24 Oct 26 (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru