Website:
talent500.com
Job details:
About T-Mobile:
T-Mobile US, Inc. (NASDAQ: TMUS), headquartered in Bellevue, Washington, is America’s supercharged Un-carrier, connecting millions through its strong nationwide network and flagship brands, T-Mobile and Metro by T-Mobile. Customers benefit from an unmatched combination of value, quality, and exceptional service experience.
About TMUS Global Solutions:
TMUS Global Solutions is a world-class technology powerhouse accelerating the company’s global digital transformation. With a culture built on growth, inclusivity, and global collaboration, the teams here drive innovation at scale, powered by bold thinking.
TMUS India Private Limited operates as TMUS Global Solutions.
TMUS India Private Limited, operating as TMUS Global Solutions, has engaged ANSR, Inc. ("ANSR") as its exclusive recruiting partner. That means that any communications regarding TMUS Global Solutions opportunities or employment offers will be issued only through ANSR and the 1Recruit platform. If you receive a communication or offer from another individual or entity, please notify TMUS Global Solutions immediately.
TMUS Global Solutions will never seek any payment or other compensation during the hiring process or request sensitive personal data (such as bank details or government-issued identification numbers) before candidate accepts a formal offer.
Job Summary:
The Lead Specialist, Service Desk is a senior Tier 2 support professional who provides advanced technical resolution while also guiding the day to day execution and maturity of the support function. This role balances hands on technical ownership of complex issues with leadership responsibilities, including coaching, quality oversight, and operational improvement. Lead Specialists actively support employees through live calls, chat, and ticket workflows, while also serving as escalation points and problem solvers for the most challenging issues. Success is measured by resolution outcomes, team effectiveness, and reduction of repeat incidents. This role plays a critical part in transforming the service desk into a modern, expertise driven support organization.
Key Responsibilities:
- Lead resolution of the most complex and high-impact technology incidents and service requests .
- Act as an escalation point for Tier 2 issues requiring advanced troubleshooting or cross-functional coordination
- Provide real-time guidance, mentoring, and technical coaching to Senior Specialists and Specialists
- Ensure high-quality documentation, diagnostics, and customer experience across phone, chat, and ticket interactions
- Analyze incident trends and operational data to identify opportunities for process improvement and issue prevention
- Partner with engineering and service owners to drive root cause remediation and systemic improvements
- Support knowledge management, training development, and continuous improvement initiatives
- Reinforce security, compliance, and operational standards across all support activities
- Handle other duties/projects as assigned by business management as needed.
Must-Have Skills & Experience:
- 5+ years across Windows and macOS environments, enterprise applications, identity and access management, and endpoint technologies.
- 5+ years in advanced service desk, desktop, or enterprise IT support environments
- Problem Solving: Proven expertise in troubleshooting enterprise technologies, applications, devices, and access issues
- Communication: Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences
- Leadership: Experience leading or mentoring technical teams in fast-paced, high-volume environments.
Nice-to-Have Skills:
- AI-driven automation or agentic AI experience in IT support
- BI reporting and analytics tools experience
- Certifications: ITIL, Six Sigma, Lean, Agile, KCS.
Education:
- Bachelor’s degree in business management, Computer Science, or related field OR equivalent combination of education and experience.
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