Service Desk Lead

Role Overview Tata Consultancy Services is looking for an experienced Service Desk Lead to join their IT operations team in Bengaluru. In this role, you will be responsible for leading a team of support professionals, ensuring timely resolution of technical issues, and maintaining high standards of customer service across all support channels. You will act as a critical bridge between end users and infrastructure teams, driving end-to-end ownership of incidents from logging to resolution. Key Responsibilities - Provide technical support via phone, remote tools, and ticketing systems, handling L1 and L2 level issues - Diagnose, categorize, and resolve incidents related to Networking, Active Directory, and DNS - Monitor issues from initiation to closure and escalate unresolved cases as per the escalation matrix - Collaborate with cross-functional infrastructure, network, and application teams to identify root causes - Coach and groom team members to enhance their technical skills and overall productivity - Manage multiple tasks simultaneously with minimal supervision while maintaining quality and accuracy Required Qualifications - Proven experience in a service desk or IT support lead role with strong technical foundations in Networking, Active Directory, and DNS - Demonstrated ability to troubleshoot and resolve L1 and L2 technical issues efficiently - Excellent verbal, written, and presentation communication skills - Strong analytical thinking, time management, and cross-team collaboration abilities - Experience working with ticketing systems and remote support tools - Solid interpersonal and negotiation skills with the ability to work independently Why Join Us Tata Consultancy Services is one of India's most respected global IT organizations, offering unmatched career growth opportunities and a culture of continuous learning. Joining the TCS service desk team means being part of a dynamic environment where your leadership skills and technical expertise will make a real impact.

- Expertise in Networking, Active Directory, and DNS - Experience with phone, remote tools, and ticketing-based customer support - Ability to diagnose and resolve L1 and L2 technical issues - Strong analytical, communication, and presentation skills - Team leadership and mentoring capabilities - Effective time management and multitasking with minimal supervision - Cross-functional collaboration with infra, network, and application teams - Strong interpersonal and negotiation skills