Service Deak Team Lead - Retail Service Desk

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

(Ideally should not bemore than 3-5)

Strong knowledge of:

o ITIL framework (mandatory)

o ServiceNow or similar ITSM tools

o Windows OS, O365, Active Directory

o End User Computing (EUC), networking basics

o Retail store technologies (POS, devices, peripherals )

Familiarity with monitoring tools and enterprise IT environments

Good-to-Have

Linux, CCNA, IT Graduate

Responsibility of / Expectations from the Role

1 Identify and analyse opportunities in performance, coach, develop and support task for

analyse improvement

2 Lead service delivery action plans, implement and create meaningful governance

reports/dashboard

3 Service Desk Background – Retail environment

4 Excellent communication skill

5 Other related Team Leader task ( client performance review, performance analysis and etc)

About TCS

The Service Desk Team Leader will serve as a coach, mentor and technical and process

expert supporting RETAIL Service Desk operations. The role is responsible for driving operational

excellence, leading complex incident resolutions, enabling shift-left capabilities, and ensuring

adherence to ITIL-based service management practices.

The Team Leader will work closely with other Team Leads, project leaders, Service Delivery Managers, and Client stakeholders to enhance service quality, improve KPIs, and strengthen knowledge management across the service desk.