Senior Service Desk Lead and ITSM professional with 14 years of experience in IT support, service management, and team leadership, including 11+ years leading global Service Desk operations. Expertise in ITIL-based processes, i----------- and problem management, escalation handling, root cause analysis, and continuous service improvement (CSI). Proven track record of managing distributed teams, achieving SLA/KPI targets, enhancing customer satisfaction, and driving operational efficiency. Strong skills in stakeholder management, process optimization, team development, and delivering high-quality IT support aligned with business objectives.
