Service Desk Operation Lead Resume Samples

Description :

1. Identified and implemented process improvements to enhance the efficiency and effectiveness of the service desk.
2. Led initiatives to automate routine tasks, optimize workflows, and improve overall user satisfaction with IT services.
3. Communicated with business leaders and IT management about the status of ongoing incidents, service desk performance, and improvement initiatives.
4. Ensured regular communication with users to provide updates on ticket status, service outages, or changes to IT services.
5. Developed training programs to help users better understand IT systems and services, reducing the number of service desk inquiries.
6. Ensured that users were informed of service desk hours, contact methods, and the scope of services provided.
7. Oversaw the implementation and maintenance of service desk tools (ticketing systems like ServiceNow or Jira) to ensure they support efficient incident and request management.

Experience

5-7 Years

Level

Executive

Education

BSc IT

Description :

1. Oversaw change management processes to ensure proper communication, testing, and execution of changes to the IT environment.
2. Implemented and maintained ITIL or other IT service management best practices within the service desk operation.
3. Ensured all incidents, service requests, and changes are logged, tracked, and managed in compliance with organizational processes.
4. Maintained a high level of service quality by ensuring that SLAs are met or exceeded for all incidents, problems, and service requests.
5. Monitored real-time service desk operations to ensure tickets are addressed within appropriate timeframes.
6. Created and updated service desk procedures, knowledge base articles, and training materials to support efficient service delivery.
7. Maintained accurate and up-to-date documentation of service desk workflows, ensuring compliance with organizational policies.

Experience

10+ Years

Level

Management

Education

AS CS

Description :

1. Responsible for serving as the escalation point for complex or unresolved technical issues, providing hands-on support and coordinating with higher-level IT teams.
2. Responsible for maintaining a high level of customer satisfaction through regular communication with end users and stakeholders, ensuring timely updates on ticket status.
3. Responsible for conducting weekly team meetings to review performance, address challenges, and align team goals with overall business objectives.
4. Responsible for implementing a knowledge-sharing culture, leading to a X improvement in first contact resolution (FCR) rates.
5. Responsible for collaborating with the IT infrastructure team to identify root causes of recurring incidents and implement preventative measures, reducing overall incident volume.
6. Responsible for leading a service desk team that consistently met or exceeded SLA targets, achieving a improvement in customer satisfaction ratings.
7. Responsible for spearheading a project that reduced ticket resolution times by through process automation and efficient task delegation.

Experience

5-7 Years

Level

Management

Education

MBA

Description :

1. Oversaw day-to-day service desk operations, ensuring the team efficiently resolves user incidents and service requests.
2. Ensured service desk activities aligned with organizational goals and adhered to SLAs and KPIs.
3. Led, mentored, and managed a team of service desk technicians or analysts, providing guidance, feedback, and performance evaluations.
4. Monitored staff performance, promoted professional development, and addressed any performance or conduct issues.
5. Tracked service desk performance metrics (response times, resolution rates, customer satisfaction scores) and reported results to senior management.
6. Identified areas for improvement by analyzing trends in incident types, response times, and ticket resolution efficiency.
7. Ensured effective incident management by prioritizing and escalating issues as needed to minimize downtime and user disruption.

Experience

5-7 Years

Level

Executive

Education

ITIL Cert

Description :

1. Managed and optimized service desk performance, ensuring timely resolution of incidents, and enhancing user satisfaction. 
2. Problem-solved, and led cross-functional teams to achieve operational excellence in a fast-paced environment.
3. Kept abreast with the latest developments in IT service management, steering the team towards adopting best practices and innovative solutions.
4. Led the daily operations of the service desk, managing a team of technicians to resolve technical issues and deliver exceptional customer support for organization size users.
5. Ensured service desk adherence to SLAs, manage escalations, and oversee the resolution of high-priority incidents.
6. Monitored and analyzed service desk performance metrics (first response time, ticket resolution time) to identify areas for process improvement and optimize team efficiency.
7. Implemented ITIL best practices to streamline incident, problem, and change management processes, reducing incident recurrence by X.

Experience

7-10 Years

Level

Management

Education

BA Comm

Description :

1. Led a team of service desk analysts to ensure timely resolution of technical issues, resulting in a significant increase in customer satisfaction scores over a six-month period.
2. Implemented a new ticketing system that streamlined the incident management process, reducing average response times by over 30% and improving overall service efficiency.
3. Developed and maintained comprehensive documentation for service desk procedures, which enhanced knowledge sharing among team members and improved onboarding for new hires.
4. Conducted regular training sessions for service desk staff to enhance their technical skills and customer service abilities, leading to a more competent and confident team.
5. Monitored service desk performance metrics and generated reports to identify trends, enabling proactive measures to address recurring issues and improve service delivery.
6. Collaborated with IT support teams to escalate complex technical issues, ensuring that critical problems were resolved quickly and minimizing downtime for end users.
7. Established a customer feedback loop to gather insights on service desk performance, which informed continuous improvement initiatives and enhanced user experience.

Experience

10+ Years

Level

Senior

Education

Dip Net Admin

Description :

1. Handled Escalated incidents from L1 Engineers Handling Transferred long pending incidents on the tool. 
2. Acted as the Single Point of Contact (SPOC), and handled phone calls queries of Internal Users. 
3. Communicated Critical incident updates with Project stakeholders, DCN ISU Leads the Account Management Team. 
4. Worked on the ticketing application BMC Remedy tool, SRM database management tool, and Sunrise ticketing tool.
5. Managed the service desk budget, ensuring that resources were allocated effectively to meet operational needs while maintaining cost efficiency.
6. Oversaw the implementation of ITIL best practices within the service desk operations, which improved service quality and aligned IT services with business needs.
7. Facilitated communication between the service desk and other IT departments to ensure alignment on priorities and effective resolution of cross-functional issues.

Experience

5-7 Years

Level

Executive

Education

BSc Cyber

Description :

1. Supervised the overall management and day-to-day operations. 
2. Managed Support Desk to record, prioritize, allocate, and assign follow-up on closure of incidents and service requests. 
3. Followed the Incident Management process. 
4. Prepared and managed project plans for initiatives driven. 
5. Generated and reviewed the IT Operations KPI metrics with management and handled service improvement programs. 
6. MIS Reported and Monthly Dashboard (power point presentation) to Leadership. 
7. Developed key performance indicators (KPIs) for the service desk team, which provided a clear framework for measuring success and driving accountability among team members.

Experience

5-7 Years

Level

Management

Education

MSc IS

Description :

1. Made changes that add value and clearly articulate how changes will benefit the business.
2. Managed 247 Service Desk as a part of Service Desk Management. Ensuring that service delivery takes place based on the Service level agreements. 
3. Tracked of critical or major incidents and shared RCA with stakeholders. 
4. Ensured Prompt communication to all stakeholders in case of any Major failure or breakdown. 
5. Handled Weekly Ops Review meetings with Operation Leads. 
6. Ensured all the customer complaints were identified, prepared an Action plan for all Complaints received, and drove till closure along with PM. 
7. Led root cause analysis sessions for major incidents, identifying underlying issues and implementing corrective actions to prevent future occurrences.

Experience

7-10 Years

Level

Senior

Education

PM Cert

Description :

1. Interfaced with counterparts in Service Operations to build relationships and ensure any processes that interface with each other are recognized, supported, and documented, CSI and Problem Management.
2. Built strong working relationships within Justice Digital and the external suppliers.
3. Supported the activities that govern and assure the delivery of the current service Desk contract.
4. Assessed and Quality-checked Incident Tickets generated by the Service Desk to ensure they align to defined processes. 
5. Reported and tracked discrepancies through to the conclusion.
6. Updated the MoJ Service Desk processes, policies, procedures, and governance documentation regularly.
7. Supported operational governance meetings by attending, tracking, and driving actions to successful completion.

Experience

10+ Years

Level

Senior

Education

BSc BA