Service Desk Tech Lead managing a desk of 40+ agents giving support for global honeywell employee across all shifts by coordinating with others team members of 350 +Globally• Ensuring accurate rostering across 24/7 shifts keeping in mind hourly volume trending and ensuring right FTE alignment to meet Telecom SLA’s and provide Business Coverage.• SD POC to all customer calls where any Customer escalations, major business changes, planned Outages are discussed.• Has been SD POC with the Transition team for migrations of Notes to Outlook for two Client’s, total user base of approx.10K, during which my role was to provide all new issues received by SD from users, scrubbing them, discussing them with the Transition team on the Daily Touch Point and categorizing FCR and Self Service opportunities, post that preparing Technical documents for associates with guidance from the Technical team.• Regular auditing of tickets and calls aimed at, minimizing the error percentage, FCR misses and incorrect routing, also finding more and more FCR opportunities for shift left.• Attending Daily/Weekly Operations call for all my accounts with the Service Management and Assignee Group owners where in all existing High Severity Incidents, Scheduled Changes and planned Outages are discussed. • End to End ownership of SLA and KPI of Service Desk for accounts handled and ensuring Daily and Monthly targets are met. • Monthly health-check of accounts to ensure accurate billings is done to internal PMO team aimed at maximizing the profit percentage of Dell as a Service Provider.• Auditing call scripts and providing feedback to associates, also sharing best practices to improve AHT and driving Customer Satisfaction.• Maintaining an update to date Knowledge Base, regular tools access validation and sharing process updates with the team to ensure best delivery of services to the end user and optimizing support.

Mentor the analystsMonitor the que statusAssign work to the teamTrack team performanceCreate team building activitiesHandle escalationsGenerate Sla reportsBuild knowledge baseTrain the team on new process introductionRefresher training on processNew hire orientation