Headline

Service Desk Lead | M365 SME | ServiceNow |Azure AD| Driving 98 % SLA| Automation &IT Operations Excellence

About

Service Desk Lead with 8+ years of experience driving high-performing support teams, improving service quality, and delivering stable, scalable IT operations. Experienced in managing end-to-end service desk operations, mentoring teams, and using data-driven insights to reduce AHT, improve FCR and enhance customer experience. My expertise spans ServiceNow,Azure AD/UAM, M365 suite, Identity & Access Management and ITIL-based service delivery. I also work extensively on service request catalog design, ensuring clarity, automation alignment. My leadership style focuses on coaching, analytics-driven decision making, and scaling teams to support fast-growing environments. Key Skills: Service Desk Leadership • Azure AD • ServiceNow • Jira • UAM & Access Governance Automation Opportunities • SLA/AHT/FCR Management • Stakeholder Collaboration • Incident/Request Governance • KB Management

Location

Bengaluru

Work experience

Cloud Engineer at Accenture, Dec 2020 - Present · 5 yrs 8 mos, Bengaluru, Karnataka, India, Lead and manage a high-performing service desk team supporting global users across enterprise environments Achieve 98%+ SLA compliance across Incident, Request, and Access Management Administer and support Microsoft 365, Azure AD, and Identity & Access Management (IAM) Drive process improvements and automation initiatives using ServiceNow, reducing manual effort and resolution time Design and optimize Service Request Catalog, improving request turnaround time and user experience Monitor KPIs such as AHT, FCR, SLA, and continuously improve service performance Collaborate with stakeholders to enhance service delivery and align IT operations with business goals.

System Engineer at Tata Consultancy Services, Jun 2019 - Nov 2021 · 2 yrs 6 mos, On-site, Managed Incident and Request queues ensuring timely resolution within SLA Supported enterprise users with IT infrastructure and access-related requests Worked on user access management and account provisioning

Education

Bachelor's degree, Suresh Gyan Vihar University