Service Desk Team Leader ( P)
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Job Location:
Letterkenny - Ireland
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
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Job Type: Permanent
Location: Letterkenny Co. Donegal (Onsite - with flexibility on hybrid model once training has been completed).
Working Model: 24/7 cover
Do you have a proven track record in leading dynamic support desk teams
Are you keen to future proof your career with a leading IT organisation
Join TCS as a Service Desk Team Lead!
Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre were proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber we foster a culture of continuous learning innovation and respect. Our people are at the heart of everything we do collaborating across teams geographies and disciplines to drive real change for clients around the world. Be part of something global grounded in Donegal.
Job Type: Permanent
Location: Letterkenny Co. Donegal (Onsite - with flexibility on hybrid model once training has been completed).
Working Model: 24/7 cover
Do you have a proven track record in leading dynamic support desk teams
Are you keen to future proof your career with a leading IT organisation
Join TCS as a Service Desk Team Lead!
Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre were proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber we foster a culture of continuous learning innovation and respect. Our people are at the heart of everything we do collaborating across teams geographies and disciplines to drive real change for clients around the world. Be part of something global grounded in Donegal.
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.
- Making a Real Impact Your work ensures thousands of enterprise users stay productive helping global businesses deliver critical projects without disruption.
- Growing with Technology Youll gain hands-on experience with cutting-edge tools and enterprise platforms building skills that keep you ahead in the tech industry.
- Thriving in a Supportive Team Join a collaborative team of over 100 professional team members where knowledge-sharing and mentorship help you learn and succeed every day.
The Role
As a Service Desk Team Leader youll guide a collaborative team to deliver exceptional technical support for global clients. Your leadership ensures smooth operations timely resolutions and a positive user experience across critical business environments.
Youll have the opportunity to:
- Lead and mentor a skilled team fostering growth and knowledge-sharing while maintaining service excellence.
- Work with global customers from Letterkenny Delivery Centre.
- Drive operational improvements and contribute to digital transformation initiatives using cutting-edge tools and platforms.
- Collaborate with senior technical teams gaining exposure to advanced troubleshooting and enterprise-level solutions.
Your Responsibilities:
- Lead and Support the Team - Guide a team of helpdesk associates ensuring smooth day-to-day operations and a positive work environment. Providing regular 1:1s creating a collaborative and secure work environment. People management activities including performance reviews & motivating the team.
- Service Delivery Oversight - Monitor ticket queues prioritize tasks and ensure SLAs are consistently met.
- Quality Assurance - Review incident documentation and ensure adherence to processes and compliance standards. Ensure quality assurance and guides are maintained and delivered in service.
- Shift Planning and Coverage - Organize fair rotation for evening night and weekend shifts maintaining balanced workloads.
- Performance Management - Track KPIs prepare reports and implement improvements to enhance service quality.
- Customer Experience Focus - Ensure professional empathetic communication and high satisfaction across all interactions. Monitoring and management of CSAT Surveys.
- Knowledge Base Management - Oversee updates to documentation and encourage team contributions for recurring issues. Driving creation of new knowledge creation process documentation and adoption rates.
- Mentorship and Development - Coach team members provide feedback and support their growth through training and knowledge-sharing.
- Continuous Improvement - Identify opportunities for process optimization and automation to improve efficiency.
Your Profile:
Essential Skills/Knowledge/Experience:
- Leadership & People Management Ability to guide motivate and develop a team while fostering collaboration.
- Service Delivery Oversight Experience managing Service Level Agreements. Meeting or exceeding SLAs and managing KPIs.
- Technical Knowledge Solid understanding of IT support fundamentals (hardware software networking basics).
- Incident & Escalation Management Strong understanding of Incident Management Service Desk operations frameworks and methodologies.
- Communication & Interpersonal Skills Clear empathetic communication with both team members and customers.
- Performance Monitoring Ability to track KPIs analyse trends and implement improvements.
- Shift & Resource Planning Experience organizing schedules for 24/7 operations including rotations.
- Process & Quality Management Familiarity with ITIL practices and continuous improvement methodologies.
- Decision-Making Under Pressure Capability to resolve issues quickly and effectively in high-demand situations.
Desirable skills/knowledge/experience:
- Strong experience in a similar role.
- Previous ITSM / Incident management or Service desk experience managing cases and troubleshooting incidents.
- ITSM Certification such as ITILv3 or ITILv4.
- Bachelors Degree level in education.
- Strong knowledge in capacity management resource planning reporting & analytics.
- Experience working with ServiceNow.
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension health care life assurance laptop phone access to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.
Diversity Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.
We welcome and embrace diversity in race nationality ethnicity disability neurodiversity gender identity age physical ability gender reassignment sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at if you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview please contact us atwith the subject line: Adjustment Request to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Beware of Fraudulent offers
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail Yahoo Mail and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker beware of fraudulent recruitment activity and protect your interests! You can write to to report any fraudulent activity.
Due to the high volume of applications we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days then it should be deemed unsuccessful on this occasion.
Join us and do more of what matters. Apply online now.
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About Company
We strongly believe global challenges need global solutions. We are continually engaging with our employees, clients, partners, public institutions, and community organisations across the world to step up and rise to the occasion. We are #OneTCS. A part of the Tata group, India's lar ... View more
