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IT Service Delivery Head
3 weeks ago
Tata Consultancy Services seeks an experienced IT Service Desk Team Leader to oversee the day-to-day operations of the service desk team.
The successful candidate will have strong leadership skills, excellent communication abilities, and a deep understanding of ITIL processes and best practices.
Responsibilities:- Manage a team of IT service desk analysts to deliver efficient and effective support.
- Monitor ticket queues and ensure incidents and service requests are resolved within SLAs.
- Escalate unresolved or critical issues to senior management.
- Conduct regular team meetings, performance reviews, and coaching sessions.
- Identify training needs and develop skill development programs.
- Collaborate with other IT teams to resolve complex technical issues.
Qualifications:
- Bachelor's degree in IT, Computer Science, or a related field.
- 4+ years of experience in managing a team; 8+ years in IT service desk or technical support roles.
- Proven experience in team management or leadership.
- Strong knowledge of ITIL framework and ITSM tools (e.g., ServiceNow, Remedy).
- Excellent communication, problem-solving, and interpersonal skills.
- ITIL certification (preferred).
