Monalisa Mishra
Bengaluru
Summary
Experienced Service Desk Manager with over 16 years of leadership in managing high-performing service desk teams. Skilled in overseeing the resolution of technical issues, ensuring efficient service delivery, and improving customer satisfaction. Strong expertise in incident management, SLA adherence, and team performance management. Adept at process improvement, training, and utilizing IT service management (ITSM) tools.
Overview
22
22
years of professional experience
Work History
Team Manager
Tech Mahindra
Bengaluru
10.2025 - Current
- Conducted regular performance evaluations, providing constructive feedback and personalised development plans for team members.
- Facilitated weekly team meetings to discuss progress, address challenges, and set actionable goals for upcoming projects.
- Prepared and presented reports to senior management, offering insights and recommendations for strategic decision-making.
- Acted as a primary point of contact for stakeholders, building strong relationships and facilitating effective communication.
Team Lead Manager
Infosys Limited
09.2024 - 07.2025
- Managed 40 service desk technicians to uphold technical support standards and meet SLA requirements.
- Managed service desk operations daily, focusing on incident management and request fulfillment.
- Develop and deliver training programs for service desk staff, improving technical skills and enhancing customer service capabilities.
- Coordinated with internal teams to troubleshoot and resolve complex technical issues.
- Conduct regular service desk meetings to discuss performance, best practices, and continuous improvement initiatives.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
Service Delivery Manager
Versetal RMM Cloud Solution Pvt Ltd
05.2023 - 08.2023
- Managed end-to-end service delivery operations for clients in the IT Managed services.
- Led a team of 35 service delivery specialists, ensuring timely resolution of customer issues and meeting SLAs.
- Developed and implemented service improvement initiatives resulting in a 20% increase in customer satisfaction.
- Drove the adoption of a knowledge management system that reduced repeat incident volume by 40%, empowering clients with self-service tools and resources.
- Collaborated with cross-functional teams to streamline processes, reducing service delivery cycle time by 30%.
- Prepared and presented regular reports on service performance and achieved KPIs to clients and internal stakeholders.
Service Delivery Manager
Microland
09.2022 - 04.2023
- Led a series of service-based projects, resulting in a 15% increase in client satisfaction due to enhanced delivery timelines.
- Coordinated with senior-level managers to streamline project delivery, reducing average project completion time by 20%.
- Managed cross-functional teams of up to 25 members, ensuring seamless onshore/offshore collaboration and adherence to project goals and identify new business opportunities, and contributing to a 10% growth in the project pipeline.
Manager IT operation & helpdesk
Mann and Hummel Pvt Ltd
06.2021 - 09.2022
- Accountable and responsible for Create MRM reports, KPI utilization report, Cost Budgeting, Governance and Regular interaction with stakeholders.
Team Leader
Randstad Technology
04.2017 - 01.2021
- Responsible for the assign and track tickets and change requests for service delivery and Daily interaction with clients and maintaining good relationships.
Technical Support Analyst
Wipro Technologies
09.2016 - 04.2017
- Responsible for Handling process queries and providing solutions to the advisor level and support the Global customers and resolve any issues related to the computer and external peripherals involved.
Senior Process Associate / Subject Matter Expert
Tata Consultancy Services
04.2010 - 09.2015
- Responsible for Handling process queries and providing solutions to the advisor level and Provided information to team member via useful and productive team meetings.
- Transition of N-power work to Gandhi Nagar (Gujrat) new set up.
- Helped TCS (N-power) management to transition the N-power work at Gandhi Nagar. Work with the Training team and helped them to understand the end-to-end journey of an SAP case.
Deputy Manager
Kotak Life
09.2006 - 12.2009
- Built strong business relationships through regular communication and exceptional service.
- Forged strong working relationships with individual and commercial customers.
- Organised and led meetings with clients to discuss and assess their insurance requirements, building strong professional relationships.
Health Assurance Specialist
ICICI Prudential
06.2004 - 08.2006
- Responded quickly to client requests with excellent systems knowledge.
- Explained complex policy details in non-technical manner.
- Advised clients on selecting appropriate health insurance plans based on individual needs and financial situations.
- Provided structured reviews on policies using research tools to compare with other providers.
Skills
- Service Now
- Jira
- Salesforce
- PMP Certified
- Microsoft Office Suite
- Excel
- Word
- PowerPoint
- Windows
- Active Directory Management
- Outlook
- Service Delivery Management
- Customer Relationship Management
- SLA Monitoring
- KPI Monitoring
- Incident Management
- Problem Management
- Process Improvement
- Project Management
- Team Leadership
- Coaching
- Vendor Management
- Conflict Resolution
Accomplishments
- Optimized Project Completion Time, Initiated and implemented a project restructuring that accelerated delivery by 20%, leading to commendation from Redi carpet Client.
- Significant Cost Savings, Standardization for IT service portal for end user led to cost savings from 225hr to 75hr.
- Improved Client Satisfaction Rates, Streamlining our ticketing system, which led to a 30% reduction in response time and increased customer satisfaction ratings.
Awards
- Received TCS Rewards and Recognition Reward for 4 times
- Hardware and Networking Certified
- SAP FICA certified
- ITIL V4 foundation
- PGDCA
Timeline
Team Manager
Tech Mahindra
10.2025 - Current
Team Lead Manager
Infosys Limited
09.2024 - 07.2025
Service Delivery Manager
Versetal RMM Cloud Solution Pvt Ltd
05.2023 - 08.2023
Service Delivery Manager
Microland
09.2022 - 04.2023
Manager IT operation & helpdesk
Mann and Hummel Pvt Ltd
06.2021 - 09.2022
Team Leader
Randstad Technology
04.2017 - 01.2021
Technical Support Analyst
Wipro Technologies
09.2016 - 04.2017
Senior Process Associate / Subject Matter Expert
Tata Consultancy Services
04.2010 - 09.2015
Deputy Manager
Kotak Life
09.2006 - 12.2009
Health Assurance Specialist
ICICI Prudential
06.2004 - 08.2006