Manish VD

Seasoned IT Manager with extensive experience in leading and optimizing global support teams, including Hypercare, Training, and Service Desk Quality functions. Demonstrated ability to streamline operations, elevate service delivery, and foster cross-functional collaboration across global teams exceeding 85+ members.

• Directed and coordinated diverse IT support functions across Hypercare, Global Training, and Service Desk Quality, ensuring high-performance operations and effective resource allocation.
• Oversaw day-to-day helpdesk operations, driving consistent improvements in response times, SLA adherence, and user experience.
• Expertly handled escalated technical issues, leveraging deep problem-solving acumen and hands-on technical knowledge to deliver rapid resolutions.
• Built and nurtured relationships with internal stakeholders and external clients, ensuring alignment on IT service expectations, needs, and deliverables.
• Collaborated seamlessly with Business Analysts, Tier II & III support teams, Product Managers, and PMO (internal and client-facing) to translate business requirements into efficient support strategies.
• Partnered with Security Leadership to identify and implement process changes enhancing compliance, risk management, and data protection practices.
• Conducted regular reviews of Standard Operating Procedures (SOPs) to ensure continuous process alignment, relevance, and improvement.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.

• Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
• Assisted in the creation of user-friendly tech support resources, improving overall user experience and satisfaction.
• Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department
• Configured hardware, devices, and software to set up work stations for employees.