Ranjeetha S
@ranjeethas1
Service Desk Team Lead delivering L1/L2 IT support, SLA/KPI governance, and incident management to improve CSAT.
IndiaWhat I'm looking for
I’m a Service Desk Team Lead and Technical Support professional with 9+ years of experience in L1/L2 support and service desk operations, including 3 years leading teams. At Unisys, I managed end-to-end service delivery for enterprise accounts, owned SLA and KPI performance, and served as the primary operational escalation point to ensure consistent contractual service commitments and customer satisfaction.
I strengthen service outcomes through Major Incident Management, root cause analysis, and Continuous Service Improvement (CSI), coordinating across cross-functional and geographically distributed teams to minimize business impact. I also develop Monthly Service Review (MSR) reporting using ServiceNow, Power BI, Excel, and PowerPoint, while mentoring and training teams on ITSM processes, ITIL guidelines, and service standards—so performance, governance, and delivery excellence stay on track.
Experience
Work history, roles, and key accomplishments
Managed end-to-end service delivery operations across multiple enterprise customer accounts, owning SLA and KPI performance to meet contractual commitments. Led Major Incident Management, drove continuous service improvement initiatives, and published Monthly Service Review reporting using ServiceNow and Power BI.
Provided global L1/L2 support for enterprise customers by managing service requests, incidents, and escalations in line with SLA commitments. Coordinated with multiple support teams for complex issue resolution, contributed to problem management and RCA, and mentored team members on ITSM processes and service standards.
Delivered first-line IT support and remote assistance for business applications, AD/IAM, IBM Lotus Notes, network connectivity, and software installs. Handled dispatch and call management to close service calls, supported outage activities, and coordinated with second-line teams for major issues and outages.
Customer Support Agent
KnoahSolutions
Jul 2014 - Nov 2015 (1 year 4 months)
Provided prompt customer service via chat, handling high-volume inquiries and resolving product, service, and account issues with accurate, timely responses. Troubleshot customer problems with step-by-step guidance and recommended suitable offerings based on customer needs.
Education
Degrees, certifications, and relevant coursework
Dr. C.V. Raman University
Bachelor of Commerce, Commerce
Completed a B.Com program at Dr. C.V. Raman University.
Sri Chaithanya Junior Kalasala
Intermediate, Intermediate
Completed Intermediate studies at Sri Chaithanya Junior Kalasala.
Little Scholar High School
SSC, SSC
Completed SSC at Little Scholar High School.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
ZimbabweJob categories
Skills
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