Service Desk Manager

Careers at TCS:
It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

The Service Desk Manager will play an essential role in leading the customer support experience for the Equip Programme encompassing Oracle Fusion applications, including HCM, Payroll, ERP, and SCM functional modules, where the key reporting tools are OTBI, BI Publisher, HCM Analytics, SCM Analytics, and ERP Analytics. This individual will manage the primary interface between the customer and the support organization coordinating between users, support teams and service delivery functions.

The Role

The Service Desk Manager will be responsible for leading and managing the IT Service Desk function, ensuring the delivery of high-quality support services to end users. This role oversees service desk operations, drives continuous service improvement, manages service performance against agreed SLAs, and ensures excellent customer satisfaction.

The Service Desk Manager will act as the primary point of leadership for first and second-line support teams, ensuring incidents, requests, and problems are managed effectively while maintaining a customer-focused culture.

Your responsibilities:

Service Desk Leadership

• Lead, motivate, and develop the Service Desk team.
• Manage daily service desk operations and resource allocation.
• Establish and maintain a high-performance, customer-centric support environment.

Service Delivery Management

• Ensure incidents and service requests are resolved within agreed Service Level Agreements (SLAs).
• Monitor service desk performance through KPIs and reporting metrics.
• Manage incident escalation processes and major incident coordination.
• Ensure effective workload prioritisation and resource management.

Customer Experience

• Promote exceptional customer service standards across the team.
• Monitor customer satisfaction levels and implement improvement initiatives.
• Act as an escalation point for business-critical issues.
• Maintain strong relationships with business stakeholders.

Process Improvement

• Review and optimise service desk processes, procedures, and workflows.
• Ensure alignment with ITIL best practices and organisational standards.
• Identify recurring issues and work with technical teams to implement permanent solutions.

Reporting and Governance

• Produce regular operational and management reports.
• Analyse trends in incidents, requests, and service performance.
• Present performance data and service improvement recommendations to senior management.
• Ensure compliance with IT policies, procedures, and governance requirements.

Knowledge Management

• Maintain and improve the service knowledge base.
• Ensure support documentation is accurate and up to date.
• Promote knowledge sharing across support teams.

Essential skills/knowledge/experience:

• Proven experience managing an IT Service Desk or IT Support function.
• Strong understanding of IT Service Management (ITSM) principles and frameworks.
• Experience managing SLAs, KPIs, and service performance metrics.
• Strong people management and leadership skills.
• Experience with ITSM tools such as Service Now, Remedy, or equivalent.
• Excellent problem-solving and decision-making abilities.
• Strong communication and stakeholder management skills.
• Experience managing major incidents and escalations.
• Experience supporting Oracle Fusion ERP, HCM, SCM, solutions.
• Experience in cloud application support environments.
• Experience supporting…