SHAHBAAZ SHEIKH
Mumbai
Summary
IT Service Desk Team Lead with over 10 years of experience in enhancing technical support operations and stakeholder engagement in global enterprises. Skilled in leading cross-functional teams and managing transitions while applying ITIL best practices to improve resolution times and customer satisfaction. Expertise in ServiceNow, SLA enforcement, and developing high-performing support teams.
Overview
11
11
years of professional experience
Work History
Team Lead for IT Service Desk Client Moody’s
Stratacent India Pvt Ltd
03.2025 - Current
- Supervise and coordinate day-to-day activities of the service desk team.
- Set clear team goals, monitor performance, and conduct regular one-on-ones.
- Ensure adequate staffing and shift coverage.
- Oversee the handling of IT incidents, service requests, and problems, ensuring timely resolution.
- Ensure adherence to SLAs (Service Level Agreements) and KPIs.
- Ensure communication with users is clear, professional, and consistent.
- Develop, document, and maintain service desk procedures and knowledge base articles.
- Suggest and implement process improvements to enhance service quality.
- Liaise with other IT teams, departments, and vendors to coordinate support and service delivery.
- Participate in IT service reviews and meetings with stakeholders.
Team Lead / Assistant Manager for IT Service Desk and Software Delivery Services
General Mills India Private Limited
08.2022 - 02.2024
- Managing two different teams including the Solve IT i.e. IT Service Desk and Software Delivery Services.
- Escalation Management including different teams and documents.
- Working on Continual Improvements Plans and adding them in the CI Tracker maintained by the Stake Holders.
- Partial Asset and Vendor Management by coordinating with different vendors.
- Problem identification and resolution on timely basis.
- Maintaining the reports including the productivity trackers, RCA’s and SOP’s.
- Stake Holders and Vendor Management.
- Interacting with the U.S and Indian Stake Holders to discuss about the Operational requirements and the Productivity Dashboards.
- Managed the Transition of the ITSM Tool I.e. Remedy to Service Now.
- Played a vital role in the absence of the manager by holding all the tasks assigned.
- Maintained all the Data including the Dashboards MIS, Productivity tracker, The Growth Trend PPT etc.
Senior Team Leader and a Manager for IT Service Desk and Remote Support Team
Link Group Technologies
12.2020 - 08.2022
- Managing a team for 35 Team Members including Service Desk and Remote Support team.
- Coordinating with Stakeholders every day on daily management and Leadership Connect for the Operational Updates and Risk areas.
- Managing day to Day Productivity with the help of Team Leader and the SME’s.
- Regular connects with the Stake Holders for Daily Stats reports and other Managerial aspects.
- Addressing the pain areas of the Team and making sure the taken action items are being addressed on time.
- Helping the SMEs to objection Handle and overcome the operational Challenges.
- Reducing the business risk by implementing strategies and process improvement plans.
- Presenting the Monthly Deck to the Stake Holders and Senior management for the Monthly Service Desk review.
- Communicating with the Stake Holders and the Process Owners and Creating a Bridge between the Australia and India (Indian Management).
Service Desk Team Lead Client TIAA Pune
Lauren Information Technologies
04.2020 - 11.2020
- Managed a team of 17 Members as a Team Leader for IT Service Desk and Incident Management.
- Responsible for planning and coordinating all the activities required to perform monitor, and report on the process.
- Remediate deviation of a process for its department.
- Responsible for communicating with the Incident Process Owner.
- Responsible for the effective implementation of the process & quote Incident Management & quote; and carries out the respective reporting procedure.
Technical Analyst and Senior System Engineer
Hexaware Technologies
12.2017 - 03.2020
- Taking Care of Service Requests and Incidents for IT Service Desk
- Handling 4 Countries for client support U.K, U.S, CANADA, PHILIPINES as a Service Desk Engineer / Analysts
- Worked as a first level support for on CITRIX and VDI ISSUES
- Handling Sev 1, 1.5,2.3.4 issues AS A System Engineer for Service Desk
- Password Reset using AD also for Unlocking Accounts
- Troubleshooting Symantec VPN, I.D issues and NetScaler Gateway issues like RSA Token
- Troubleshooting AirWatch and VPN connectivity issues for the Remote User.
Client Service Engineer / Customer Care and Supporting S.D Engineer
Clairvoyance Management Services
02.2014 - 10.2017
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
Education
T Y B. Com -
Mahatma Jyotiba Phule University
UP01.2013
CCNA Globally Certified -
NIIT
01.2010
HSC -
Shankar Narayan College
Mumbai, India01.2006
SSC -
Seth M.A High School
Mumbai, India01.2004
Skills
- Team management
- ITIL service strategy
- Stakeholder engagement
- Capacity planning
- Process optimization
- Transition coordination
- Service improvement planning
- Project analysis and performance
- SLA and escalation management
- Windows operating systems
- Mac operating systems
- Basic networking skills
- Windows troubleshooting expertise
- Adobe Premiere Pro and After Effects
- Microsoft Office Suite proficiency
- Advanced Excel techniques
- Pivot table creation
- Presentation development in PowerPoint
- ServiceNow and BMC Remedy expertise
- ManageEngine proficiency
Accomplishments
✅ Operational Efficiency & Leadership
- Led a team of 12 service desk analysts, improving first-call resolution (FCR) by 35% within 6 months through targeted coaching and revised escalation procedures.
- Reduced average ticket resolution time by 40% by implementing a new tier-based support structure and automated routing system.
- Spearheaded the implementation of ITIL-aligned processes, resulting in a 25% improvement in SLA compliance across all incident types.
- Standardized knowledge base documentation, reducing ticket backlog by 30% and enabling faster onboarding of new support staff.
- Achieved a customer satisfaction (CSAT) score of 95%+ consistently for 12 consecutive months by improving communication and follow-up protocols.
- Deployed a real-time feedback system for ticket handling, leading to a 15% boost in user satisfaction.
- Introduced automated password reset and software deployment tools, decreasing Level 1 ticket volume by 45%
- Led the ServiceNow upgrade project with zero downtime, improving the user interface and reducing training time by 20%
- Developed a competency-based training program, decreasing new hire ramp-up time from 8 weeks to 5 weeks.
- Initiated monthly knowledge-sharing sessions, resulting in a 20% improvement in internal audit scores for process compliance.
Hobbies and Interests
- Making YouTube Videos on Technical Contents
- Finding New Ideas to Present the Viewers about tips and Tricks
- Promoting products
- Research and Development on new technologies and their know how’s
Timeline
Team Lead for IT Service Desk Client Moody’s
Stratacent India Pvt Ltd
03.2025 - Current
Team Lead / Assistant Manager for IT Service Desk and Software Delivery Services
General Mills India Private Limited
08.2022 - 02.2024
Senior Team Leader and a Manager for IT Service Desk and Remote Support Team
Link Group Technologies
12.2020 - 08.2022
Service Desk Team Lead Client TIAA Pune
Lauren Information Technologies
04.2020 - 11.2020
Technical Analyst and Senior System Engineer
Hexaware Technologies
12.2017 - 03.2020
Client Service Engineer / Customer Care and Supporting S.D Engineer
Clairvoyance Management Services
02.2014 - 10.2017
T Y B. Com -
Mahatma Jyotiba Phule University
CCNA Globally Certified -
NIIT
HSC -
Shankar Narayan College
SSC -
Seth M.A High School
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