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Job Type: Permanent
Location: Letterkenny, Co. Donegal (Onsite - with flexibility on hybrid model once training has been completed).



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, we’re 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 – You’ll 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, you’ll 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.

You’ll 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.

You’ll be part of a strong team structure with rotational afternoon, evening and occasional saturday shifts, ensuring balanced coverage for global operations.

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 1:1’s, 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 Survey’s.
• 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 SLA’s and managing KPI’s.
• 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.
• Bachelor’s Degree level in education.
• Strong knowledge in capacity management, resource planning, reporting & analytics.
• Experience working with ServiceNow.

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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 UKI.recruitment@tcs.com 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 at UKI.recruitment@tcs.com with 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 UKI.recruitment@tcs.com 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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