Information Technology Service Desk Team Lead

2 days ago

Taguig, Philippines Tata Consultancy Services Full time

Information Technology Service Desk Team Lead Direct message the job poster from Tata Consultancy Services Job Overview The IT Service Desk Lead will be responsible for overseeing the day‑to‑day operations of the IT Service Desk team, ensuring high‑quality support and service delivery across the organization. This role requires strong leadership, problem‑solving abilities, and deep technical expertise to drive efficiency, customer satisfaction, and continuous improvement in IT support services. Key Responsibilities Lead and manage the IT Service Desk team to deliver excellent customer service and technical support. Oversee incident management, problem management, change management, and service request fulfillment in line with ITIL best practices. Monitor service desk operations to ensure SLAs are met and customer satisfaction is maintained. Provide guidance, motivation, and coaching to team members to achieve performance and development goals. Manage escalations, analyze root causes, and implement corrective/preventive actions. Collaborate with cross‑functional IT teams to improve processes, implement solutions, and support business needs. Utilize ITSM tools (ServiceNow) for workflow management, reporting, and continuous improvement. Ensure compliance with information security standards and company policies. Drive initiatives in risk management, strategic planning, and process improvement (Lean Six Sigma, RCA, PDCA). Required Skills and Qualifications Proven experience in people management and team leadership within IT Service Desk or similar environment. Strong decision‑making, risk management, and strategic thinking skills. Technical expertise in: ITSM (ServiceNow) Call Center platforms (Genesys/Gencloud) Remote support tools (e.g., Bomgar) Solid knowledge of ITIL practices (Incident, Problem, Change, Service Request Management). Background in information security and compliance standards. Excellent communication (verbal and written) and interpersonal skills. Strong storytelling and presentation abilities to influence and engage stakeholders. Ability to multitask, manage time effectively, and prioritize workload in a fast‑paced environment. Customer‑focused, proactive problem solver, and a collaborative team player. Preferred Qualifications ITIL certification. Experience in Lean Six Sigma or similar continuous improvement methodologies. Prior experience in a global IT Service Desk setup or shared services environment. #J-18808-Ljbffr

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