Service Desk Lead/L3

We are hiring for Service Desk - Lead.

Role: Service Desk - Lead

Experience: 5 years to 10 years

Location: Delhi

Note-Virtual Interview on 14th may 2026

Interested candidates can send their resume on below mail ID along with below details-

[email protected]

Please share below details-

Full Name:

Email:

Contact Details:

Total Experience:

Current location:

Preferred location:

Relevant Experience:

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Current CTC:

Expected CTC:

Current Company Name:

Education or career gap (if any):

EP Reference Number (if already registered with TCS) –

Highest Qualification:

Highest Qualification University Name

Job Description-

• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Incident, Request Management Process audits.
• Providing inputs to process owners on the process improvements.
• Conducting and sharing results from service and operation performance reviews – Service Level Management.
• Coordinating and managing all relevant stakeholders, including the Infra(DC, EUC, Network) ,AD, AMS, customers, and other teams that are involved in service desk operations.
• Part of customer meeting (Daily, Weekly, Monthly) and Service operations meeting conducted by various stakeholders.
• Conduct Weekly and monthly service review with the customer and other internal stakeholders.
• Manage Customer escalation through effective collaborations
• Conduct Regular assessment and propose SIP for Incidents and requests.
• Drive Shift Left and Automation at Service Desk.
• Managing Service Desk Knowledge Management System.
• Being aware of and managing the costs of running the service desks.
• Integration of new Services or Process into the Service Desk BAU and will be a important stakeholder in Transition and Planning Support.
• Managing Site level and country level BCP and conduct quarterly BCP drills.
• Conduct internal audits and PMR reviews.
• Forecasting on SD Capacity management.
• Managing and highlighting Service Desk operational risk with the relevant stakeholder.

Managing Service Desk Infra (IVR, Telephony)