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 prospects 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