GEETHA RAJ J
Bangalore
Summary
Results-driven Service Desk Manager with over 5 years and 1 month of experience in the IT Support and Service industry. Skilled in ServiceNow, user access management, and global service desk operations. Recognized as a driven, dedicated, and hardworking leader with a proven track record of streamlining operations, increasing efficiency, and delivering results in high-pressure environments. Awarded for Client-Centricity and All-Year Performance Support. Proven expertise in managing large, diverse teams, driving productivity, ensuring SLA compliance, improving CSAT, and leading complex service desk transitions. Strong collaborator with Workforce Management teams and key stakeholders to deliver operational excellence and superior customer satisfaction.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Manager
Unisys India Pvt Ltd
08.2024 - Current
- Manage two global service desk accounts (Unilever and Omnicom) with a combined team strength of 50 members.
- Own end-to-end service desk operations, ensuring consistent delivery against business and contractual requirements.
- Drive staffing alignment to ensure optimal coverage, productivity, and service quality.
- Conducting regular 1 on 1 every quarter to understand the team perspectives.
- Actively handled attrition through engagement initiatives, performance coaching, and career development planning through was 9 IJP.
- Conduct interviews and participate in hiring decisions to onboard high-quality talent.
- Work closely with the Workforce Management team to ensure accurate forecasting, scheduling, and capacity planning.
- Ensure team productivity consistently meets and exceeds targets, achieving CPAPH greater than 4.5 against a target of 4.0.
- Consistently delivered 98% SLA performance, exceeding SOW benchmarks (>75%) while driving zero penalty exposure through proactive SLA risk management.
- Successfully drove customer experience initiatives that improved the global CSAT score to 4.8, marking an upward trend from a consistent 4.7 since 2023.
- Provide regular performance reviews, operational reports, and insights to senior leadership and stakeholders.
Team Lead
Unisys India Pvt Ltd
07.2022 - 07.2022
- Providing IT support for Unilever Pvt Ltd Process to Service Desk L1 Team.
- Handled chat process for all IT queries and helped resolving the issues faced by end users.
- Provided support by handling multiple chats during huge volume of chats.
- Created tickets for all IT queries and assigned or resolved the tickets.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Delegated daily tasks to team members to optimize group productivity.
- Delegated tasks appropriately according to individual skill sets.
- Handling omnibus tickets to help user install software.
- Taking over user’s device and resolving issues related to application, Hardware, or Software.
- Maintained the AHT of 17 mints & FCR on the chats.
- Supported the team in OLA -to complete the follow ups to meet the day-to-day target.
- Handled escalation chats and provided resolution within the time frame to the end users.
- Actively involved in daily activities of the team.
- Being Proactive in creating High priority Tickets based on the volume of chats on daily basis.
- Managing the queue and the team for breaks when leads are not avail.
- Mentoring New Joiners on the process for each query faced by them on Chats as well as on Remote sessions to work on Application and software installations.
- Handling the new joiners Access before joining the production.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team progress and enforced deadlines.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Identified opportunities for process improvements, implementing changes when required.
- Ensured compliance with company policies and procedures throughout the team.
- Developed strategies to increase team productivity and improve customer service levels.
Service Desk Associate
Unilever Account
11.2020 - 06.2022
- Delivered frontline IT supports Unilever users, resolving incidents and service requests efficiently.
- Maintained high-quality customer interactions, contributing to strong CSAT performance.
- Demonstrated consistent performance, leading to career progression into a Team Lead role.
Customer Relationship Manager
Amigo Shelters Pvt Ltd
01.2015 - 11.2020
- To handle the web inquiries from various real estate portals and provide them with the required property details.
- Ensured all the properties and procedures are well defined, recognized and reviewed.
- Review, document and communicate to ensure consistency.
- Successfully managed to meet the client’s expectations and requirements by providing the Property Report of the requested property.
- Assigned the requested Property to the Sales Managers at site and followed up for the report on regular basis
- Making a significantly high number of daily outbound calls to prospective clients.
- Preparing month-end Sales reports for senior managers and presenting them.
- Reviewed the report received from the real estate portal and scheduled calls with the client for approvals.
- Handled the Property’s Documentation and Accounts inflow of individual clients up to the possession of the property
- Actively involved in daily, weekly, and monthly review meetings.
- Coordinate with the Sale Management Team at site for client's requirements and work towards the satisfaction of the clients.
Education
Bachelor of Arts (B.A.) - Psychology, Literature, and Journalism
Goodwill's Christian Degree College
Skills
Service Desk Operations & Global Account Management
Certification
ITIL v4, Unisys - 2022
Timeline
Manager
Unisys India Pvt Ltd
08.2024 - Current
Team Lead
Unisys India Pvt Ltd
07.2022 - 07.2022
Service Desk Associate
Unilever Account
11.2020 - 06.2022
Customer Relationship Manager
Amigo Shelters Pvt Ltd
01.2015 - 11.2020
Bachelor of Arts (B.A.) - Psychology, Literature, and Journalism
Goodwill's Christian Degree College
Key Achievements & Transitions
- Progressed rapidly from Service Desk Associate (Nov 2020) to Team Lead (Jul 2022) and Service Desk Manager (Aug 2024) within the Unilever account, demonstrating consistent high performance and leadership growth.
- Assumed the Service Desk Manager role during the critical transition of the Unilever account to India, successfully establishing it as a Global Support Desk.
- Drove exceptionally low attrition over a 12-month period and successfully supported 10 IJPs, reinforcing internal talent development and retention.
- Proactively initiated and managed IDPs and PIPs for associates, improving performance, accountability, and skill development.
- Played a key role in stabilizing operations during transition, ensuring uninterrupted service delivery and SLA adherence.
- Led and supported the integration of Dynamic Translation Services (DTS) with Moveworks, enabling real-time multilingual support across global users.
- Enabled Unilever IHD agents and end users to communicate via UNA in native languages, with seamless automatic translation between English and local languages.
- Supported Omnicom service desk operations, managing and resolving service requests primarily through email-based support.
- Successfully transitioned from L1 IT Support to Team Lead, taking ownership of operational recovery and team performance.
- Cleared a backlog of 2,400+ tickets within 4 weeks, stabilizing the process and ensuring zero breaches of the 1 business-day TAT.
- Led remedial training initiatives for 40+ associates, improving technical troubleshooting, effective probing, and customer communication skills.
- Recognized for maintaining high standards in training delivery and assessment design, receiving multiple client and leadership appreciations.
- Awarded for Client-Centricity, Curiosity, and Creativity, and rated as an “Exceeding Performer” in performance appraisals.