Venkatesh Kumar A
Coimbatore
Summary
Dynamic IT Service Desk Operations Manager with [10 years] of experience leading IT support teams, managing service desk operations, and ensuring high customer satisfaction. Proven expertise in SLA compliance, incident management, and driving process improvements. Adept at fostering a collaborative work environment, delivering IT solutions, and optimizing service delivery to meet business objectives.
Overview
11
11
years of professional experience
Work History
IT Service Desk Operations Manager
Teleperformance Global Business Private Limited
Gurgaon
12.2024 - Current
- Managed a team of 60 service desk professionals to deliver 24/7 IT support to US, UK Client users
- Ensured SLA adherence by monitoring Inbound Voice call, Chat & ticket queues, identifying trends, and implementing corrective actions
- Conducted root cause analyses for recurring incidents, reducing resolution times by 15%
- Monitor service desk metrics such as response time, resolution time, and first-call resolution rates
- Ensure adherence to ITIL frameworks and SLAs, minimizing escalations and penalties
- Monitor staff performance against KPIs, providing feedback and implementing improvement plans
- Created and maintained a knowledge base to improve first-call resolution rates by 90%
- Delivered weekly and monthly performance reports to stakeholders, highlighting service metrics and improvement plans
- Implement tools and automation for ticket triaging and workflow optimization
- Conduct regular team meetings to align on goals, discuss challenges, and share updates
- Developed and implemented training programs for team members, boosting efficiency and technical skills
Team Manager
Wipro Technologies
Coimbatore
02.2019 - 10.2022
- Provided 24/7 first-level support, ensuring timely responses to user issues
- Managed monitoring tickets and coordinated with Level-2/3 teams for critical incidents
- Reviewed and prioritized open tickets daily, ensuring SLA compliance
- Identified trends in customer requests, offering insights to the team and clients
- Delivered weekly reports on ticket status and potential risks
- Collaborated with Project Managers to align team performance with project goals
- Oversaw task completion for projects, ensuring adherence to updated plans
- Supported employee development through training, coaching, and performance management
- Allocated resources effectively to handle call volumes and crises
- Provided leadership, driving team productivity in intensive environments
- Handled service desk calls, dispatching providers to meet KPIs and SLAs
- Acted as a single point of contact for internal system and application issues
- Ensured proper logging, categorization, and prioritization of incidents
- Led a service desk team for 5+ years, demonstrating leadership and mentorship
- Showcased product knowledge, decision-making, and technical proficiency
Subject Matter Expert
FuturefocusInfotech Pvt Ltd
Coimbatore
06.2015 - 02.2019
- Managed end-to-end escalation cases and provided comprehensive support
- Monitored SLAs to reduce violations and system leakages
- Handled and analyzed CA tickets, creating and executing action plans
- Resolved aged tickets quickly and identified improvement opportunities
- Developed training plans based on top ticket issues
- Ensured performance across multiple queues during tenure
- Provided incident analysis and KPI information
- Created SOPs for unsolved L2 issues
- Improved the incident logging system for better user service
- Reviewed and communicated improvements across responsibilities
- Monitored and delegated team KPIs effectively
- Updated helpdesk manuals as technology changed
- Coordinated with team leads to ensure smooth shift transitions
Desktop Support Engineer
Nebula computers Pvt Ltd
Chennai
02.2014 - 03.2015
- Provided IT assistance including application, hardware, and software support
- Implemented, supported, and managed Windows XP, 7, 8, and 10 workstations
- Installed, configured, and troubleshooted Microsoft Outlook
- Handled SAP GUI and Citrix client installations and configurations
- Managed VPN and DirectAccess installations and troubleshooting
- Installed and troubleshot network printers
- Configured Symantec and McAfee antivirus software
- Managed user accounts as per domain requirements
- Configured local and network printers
- Supported users via phone and remote tools (MSTSC, Skype for Business, etc.)
- Handled SCCM installation and troubleshooting
- Successfully completed a third-party external audit in Wipro
Education
Bachelor’s Degree - Information Technology
Bharathiar University
01.2013
Skills
- IT Service Desk Operations
- Incident and Escalation Management
- SLA Compliance and Reporting
- Team leadership and development
- ITIL Framework Implementation
- Process Improvement and Automation
- Knowledge Base Development
- Customer Relationship Management
- Metrics analysis and reporting
Accomplishments
- Deployed self-service portals in ServiceNow, enabling users to resolve top call driver issues.
- Reduced manual ticket creation by introducing automated workflows for password resets, access requests, and system diagnostics.
- Enhanced user satisfaction by implementing a knowledge base with intuitive search functionality for self-resolution.
- Designed an AI-driven virtual agent in ServiceNow, assisting users in resolving queries quickly and effectively.
- Reduced user wait times through instant responses and self-service options.
- Reduced average ticket resolution time through enhanced training and process optimization.
- Led a team that achieved a 95% customer satisfaction score, consistently exceeding benchmarks.
- Piloted a Chatbot/AI-based solution, significantly improving response times for common queries.
Languages
Tamil
First Language
English
Proficient (C2)
C2
Telugu
Upper Intermediate (B2)
B2
Timeline
IT Service Desk Operations Manager
Teleperformance Global Business Private Limited
12.2024 - Current
Team Manager
Wipro Technologies
02.2019 - 10.2022
Subject Matter Expert
FuturefocusInfotech Pvt Ltd
06.2015 - 02.2019
Desktop Support Engineer
Nebula computers Pvt Ltd
02.2014 - 03.2015
Bachelor’s Degree - Information Technology
Bharathiar University
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