Service Desk - Team Leader
TCS · Bangalore
Source and collection record
Last observed by our collector: . This is not a manual review or a confirmation from the employer.
Employer requisition: 434960
Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.
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0 of 3 checks marked. Keep unresolved requirements as questions for the employer.
Collected role description
· 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 l istening, targeted refreshers and documented improvement plans. </p
Collected minimum qualification
BACHELOR OF TECHNOLOGY
Collected experience requirement
6 - 12 Years