Manoj Kumar Singh
Service Desk Manager
Bangalore,Karnataka
Summary
Service Desk Manager with over 10 years of experience leading enterprise IT support operations across Azure, Citrix, and Windows Server environments. Skilled in compliance management, and endpoint administration using Intune, SCCM, and PowerShell. Recognized for exceptional client engagement, analytical problem-solving, and driving high-performing support teams that deliver reliable, SLA-driven service.
Overview
13
13
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Service Desk Manager
ITC Infotech India Pvt. Ltd.
Bangalore
09.2015 - Current
- Leading a 10-member global Service Desk team, ensuring SLA-driven support across multi-region clients (US, UK, Singapore).
- Managing hybrid environments across Azure, Citrix Cloud, and Windows Server 2019.
- Overseeing endpoint management via Intune and SCCM, ensuring device compliance and patch readiness.
- Conducting weekly and monthly client meetings, presenting KPIs, and implementing service improvement plans.
- Administering application licenses (ShareFile, Docker, DevExpress, Latera) and coordinating renewals.
- Developing PowerShell automation for AD health checks and compliance reporting, reducing manual effort by 30%.
- Received multiple SPORT Awards for service excellence and client satisfaction.
Senior IT Executive
Cosmic Strands
Bangalore
04.2013 - 09.2015
- Managed Windows Server, Active Directory, and DHCP/DNS administration.
- Created and managed GPOs, DFS shares, and user permissions.
- Performed root cause analysis for performance, replication, and network issues.
- Twice awarded Employee of the Month (EOM) for outstanding technical support.
Education
M.Sc.IT - IT
Sikkim Manipal University
2014
B.Sc. - IT
Dr. Zakir Hussain College
Muzaffarpur2011
Intermediate - IT
BPS College
Kesariya2008
High School - School
SBS Kadhan Bariya
Kesariya2006
Skills
Certification
Microsoft Certified: Azure Administrator (AZ-104)
Accomplishments
- Led a 10-member Service Desk team, improving response and resolution times while maintaining 100% SLA compliance.
- Enhanced user satisfaction by implementing structured incident handling and proactive communication with global clients.
- Standardized compliance processes using Intune and SCCM, ensuring consistent endpoint health and device governance across all users.
Professional Highlights
- Over 12 years of experience managing global IT service operations across Azure, Citrix, and on-prem Windows environments.
- Currently leading a 10-member Service Desk team, delivering end-to-end IT support and infrastructure reliability for enterprise clients.
- Experienced in client governance meetings, SLA management, compliance monitoring, and implementing process automation to improve service delivery.
Technical Skills
Microsoft Azure (AZ-104 Certified): Managing VMs, storage, networking, and identity; implementing governance, access, and compliance., Microsoft Nerdio: Managing and optimizing Azure Virtual Desktop environments, image updates, scaling, and cost optimization., VMware vSphere: Administration, resource allocation, and VM lifecycle management., Citrix (On-Prem & Cloud): Application and desktop virtualization, Citrix Cloud integration, and troubleshooting user sessions., Microsoft Intune: Device enrollment, policy deployment, compliance monitoring, remote wipe/reset., SCCM (System Center Configuration Manager): Identifying and repairing non-SCCM clients, patch deployment, and compliance validation., Windows Server (2008–2019): Installation, configuration, patching, and performance tuning., Active Directory: User/group management, GPOs, OU structure, and access control., File & Access Management: NTFS/DAC permissions, shared folder provisioning, and access governance., DNS/DHCP: Scope management, record updates, and troubleshooting., Patching & Maintenance: Conducting quarterly patch cycles and maintaining compliance reports., Managing enterprise licenses for ShareFile, Docker, DevExpress, and Latera., Vendor coordination for renewals, upgrades, and usage optimization., Nexthink Administration: Endpoint analytics, proactive detection, compliance monitoring, and user experience optimization., Conducting system health checks, event log analysis, and RCA preparation for escalated incidents., PowerShell: Automating AD, mailbox provisioning, access management, compliance checks, and health reports., Managing and mentoring a 10-member team ensuring SLA adherence and service quality., Conducting weekly/monthly client governance meetings, presenting KPIs, and driving improvements., Cross-team collaboration with IT, network, and security teams for service delivery excellence., Deep-dive RCA and L3 support across AD, Citrix, Azure, and endpoint environments., Strong analytical skills in diagnosing complex infrastructure and compliance issues.
Tools Platforms
- Microsoft Azure Portal – VM, Storage, Networking & Identity Management
- Microsoft Intune Admin Center – Device Compliance, Policy Management, Remote Wipe
- SCCM Console – Device Deployment, Client Health, Patch & Compliance Monitoring
- Citrix Studio & Director – App/Desktop Publishing, Session Management, User Troubleshooting
- VMware vSphere Client – Virtual Machine Administration & Resource Allocation
- Microsoft Nerdio Manager for Enterprise – AVD Image & Cost Optimization
- Nexthink Console – Endpoint Analytics, User Experience & Compliance Insights
- Active Directory Administrative Center – User, Group & OU Management
- PowerShell ISE – Task Automation & System Health Scripts
- ServiceNow / Ticketing Systems – Incident, Request & Change Management
Timeline
Service Desk Manager
ITC Infotech India Pvt. Ltd.
09.2015 - Current
Senior IT Executive
Cosmic Strands
04.2013 - 09.2015
M.Sc.IT - IT
Sikkim Manipal University
B.Sc. - IT
Dr. Zakir Hussain College
Intermediate - IT
BPS College
High School - School
SBS Kadhan Bariya