I'm seeking a senior customer-focused operations role where I can drive service delivery, manage escalations, and elevate SLA and KPI performance. Fast-paced, high-stakes environments bring out my best, whether I'm streamlining workflows, developing teams, or partnering with onboarding and sales to deliver proactive, standout experiences.
AM
Open to opportunities
Abbygail Mwanduka
@abbygailmwanduka
IT Service Manager with 10+ years improving client experience, operations, and IT support.
KenyaWhat I'm looking for
I’m a customer-focused operations and service leader with 10+ years managing high-volume service environments and multi-client operations across Kenya and international markets (UK, US, Australia). I bring a strong ownership mindset—running day-to-day service delivery, driving performance, and delivering measurable business results in fast-paced settings.
In my current role as Service Desk Manager – Managed Services (Syntura), I manage daily service operations across multiple clients and act as the primary point of contact for escalations, ensuring timely resolution and follow-up. I also support pre-sales engagements and onboarding, aligning service solutions to customer needs and improving conversion opportunities.
I’ve led large service teams and scaled customer operations, including managing ~20 client accounts and about 5,000 tickets per month at CCI Global. I’ve overseen structured service organizations (25 agents and supporting roles), delivered SLA-compliant customer interactions, and coordinated internal efforts to improve issue resolution and overall service outcomes.
My background also runs deep in hands-on support and team leadership: from supervising a service desk team of 15 agents to providing 1st/2nd line IT support, ticket documentation, and user onboarding. I’m passionate about continuous improvement—whether through unified service portal rollouts, workflow streamlining, or coaching teams to strengthen customer experience.
Experience
Work history, roles, and key accomplishments
SY
Current
Service Desk Manager
Syntura
Dec 2022 - Present (3 years 6 months)
Lead servicedesk operations for enterprise clients in Kenya and the UK as primary point of contact for queries and escalations, sustaining 4.6/5 CSAT and 95% client retention. Drove 25% MTTR reduction and 30% backlog cut through workflow redesign and SLA governance. Helped in designing and launch of an in-house service portal, and coordinate a12-engineer team across AWS, Azure, and Microsoft 365.
CG
IT Service Desk Manager
CCI Global
Sep 2021 - Dec 2022 (1 year 3 months)
Managed high-volume service desk operations handling ~5,000 tickets/month across 20 client accounts, leading a structured team of 31 (25 agents, 2 team leads, 1 QA, 2 change admins, 1 problem manager). Served as escalation lead for major incidents, improved first-call resolution, and led the end-to-end setup and rollout of the Service Desk function on ManageEngine.
CG
IT Service Team Lead
CCI Global
Jan 2021 - Sep 2021 (8 months)
Supervised a team of 15 service desk agents in a high-volume support environment, ensuring accurate ticket logging, prioritization, and escalation aligned to SLA requirements. Served as first escalation point for complex issues, coached agents to improve service quality, and identified process gaps that enhanced customer experience.
CG
IT Support Technician
CCI Global
Aug 2015 - Dec 2020 (5 years 4 months)
Provided 1st and 2nd line support, handling customer queries via phone, email, and ticketing systems with timely resolution within SLA timelines. Diagnosed and resolved issues across system access, applications, and connectivity, maintained accurate ticket documentation, and supported onboarding of new users. Maintained a 24/7 uptime of services across operations.
Education
Degrees, certifications, and relevant coursework
Catholic University of Eastern Africa
Diploma in Information Technology, Information Technology
Completed a Diploma in Information Technology at Catholic University of Eastern Africa.
HS
Harmony Solutions
ITIL V4 Training, IT Service Management (ITIL)
Completed ITIL V4 training with Harmony Solutions.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
KenyaAuthorized to work in
Salary expectations
70k-100k USD
Job categories
Skills
Customer Experience ManagementSales SupportOperations ManagementTeam LeadershipCustomer EscalationSLA ManagementClient EngagementProblem SolvingWorkflow ManagementManageEngineFreshdeskFreshserviceWindowsMacOSLAN WANVPNVoIPActive DirectoryITILService Request ProcessingTicketing SystemsCustomer Onboarding SupportGmailJanLinuxRollout
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