SERVICE DESK LEAD

Service Desk Lead - That's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment. We are looking for a Service Desk Lead who wants to learn and transform their career. In this role you will: Manage the Helpdesk staff to ensure consistent and high-quality services to the customer in line with all SLAs and KPIs. Maintain an effective and efficient help desk tightly linked with customer business objectives. Ensure continuous improvement of services provided to customers. Provide Problem Management system support activities. Ensure operational excellence of the Helpdesk. Implement & maintain staffing and scheduling for Helpdesk. And much better if you stand out for: Systems engineer or technologist in computer science or related field, with experience in management of service desk work teams, ensuring satisfaction levels of the support service and necessary deliverables for service measurement, maintenance, provisioning, and optimization. Experience leading operations with more than 3,000 users and 4,000 hosts, handling 10,000 tickets/month. Experience leading processes for automation to reduce complex tickets that require human attention. Advanced/Fluent English. Desirable Skills: Good understanding of creating runbooks. Good communication at managerial level. Ability to motivate the team to improve operations. Organized and able to keep track of KPIs. What do we offer? Health insurance Dental Plan Life insurance Transportation vouchers Meal/Food Voucher Childcare assistance Gympass TCS Cares free 0800 that provides psychological assistance (24 hrs/day), legal, social, and financial assistance to associates Partnership with SESC Reimbursement of Certifications Free TCS Learning Portal Online courses and live training International experience opportunity Discount Partnership with Universities and Language Schools Bring Your Buddy By referring people you become eligible to receive a bonus for each hire TCS Gems Recognition for performance Xcelerate Free Mentoring Career Platform Tata Consultancy Services is an equal opportunity employer. Our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression, age, marital status, disability, sexual orientation, or any others. We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process. At Tata Consultancy Services, we promote an inclusive culture. We always work for equity, applying to Gender, People with Disabilities, LGBTQIA+, Religion, Race, and Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility to build a TCS that respects each person. Our motto is Inclusion without exception. Building on belief. #J-18808-Ljbffr