Bharti Manchanda

IT Service Desk Manager

Sopra Steria

08.2017 - Current

Strategic IT Support Leadership: Directed a high-performing service desk team, ensuring seamless, efficient, and effective IT support for end-users while aligning support activities with organizational goals.
Service Delivery Excellence: Spearheaded the achievement of service level agreements (SLAs) and key performance indicators (KPIs) through proactive monitoring, escalation management, and continuous process optimization.
Incident and Problem Management: Manage end-to-end incident and problem resolution processes, reducing recurring incidents by conducting root cause analyses and implementing preventative measures.
Stakeholder Collaboration: Established strong relationships with key stakeholders, including department heads and executive leadership, to align service desk goals with broader business objectives.
Customer Experience Focus: Implemented user-centered support strategies, utilizing customer feedback to improve service delivery and enhance the overall end-user experience.
Process Improvement Initiatives: Lead and executes process improvement initiatives, including automating repetitive tasks, reducing response times, and optimizing resource allocation, leading to a more efficient service desk.
Performance Reporting and Analysis: Generate comprehensive reports on SLA performance, ticketing trends, resolution metrics, and customer satisfaction, providing insights for data-driven decision-making.
Knowledge Base Development and Management: Developed and maintained an up-to-date knowledge base, improving first-contact resolution rates and empowering team members with valuable resources.
ITIL Best Practices Implementation: Ensured the consistent application of ITIL and industry best practices, improving overall service delivery quality and establishing structured workflows.
Training and Mentorship: Train, mentor, and support team members to boost their technical skills, improve problem-solving abilities, and align with company service standards.
Vendor and Third-Party Coordination: Coordinate with vendors and third-party service providers to resolve complex issues and facilitate hardware/software support, ensuring minimal downtime.
Resource and Budget Management: Manage the service desk’s budget, optimizing resources while controlling costs and balancing operational requirements with financial efficiency.
Change and Configuration Management Support: Collaborate with IT and change management teams to ensure service desk readiness during system changes, software upgrades, and deployments, minimizing disruptions to end-users.
Escalation Management and Complex Issue Resolution: Effectively manage high-severity incidents and escalations with a solution-oriented approach, reducing resolution times and enhancing user confidence.