Abdul Amaan
IT Service Desk Supervisor | Global IT Support Leadership | ServiceNow & Windows/AD | Remote Roles Open
- Role
- Support Analyst Supervisor at TP
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Abdul Amaan
IT Operations & Support Supervisor with 6+ years of experience leading service desk teams and delivering seamless technical support for global clients. Skilled in incident management, CRM optimization, and omni-channel support (voice, chat & email).Recognized with a Best Employee of the Year award for performance and customer impact. Passionate about improving user experience, streamlining operations, and mentoring high-performing teams.Open to opportunities in IT Support and Service Delivery roles, let’s connect!
Experience
Support Analyst Supervisor
Jun 2023 — Present · Hyderabad, IN
Team Leadership:* Provide leadership and guidance to a team of Support Analysts.* Conduct regular team meetings to discuss goals, challenges, and improvements.Performance Management:* Monitor and evaluate the performance of Support Analysts.* Implement performance improvement plans as needed.Training and Development:* Identify training needs and facilitate continuous learning for the team.Incident and Request Management:* Oversee the handling of incidents and service requests within agreed-upon SLAs.Ensure timely resolution and quality.Escalation Management:* Manage escalations from Support Analysts, resolving or forwarding them appropriately.* Collaborate with other teams to address complex issues requiring specialized knowledge.Process Improvement:* Continuously assess and enhance support processes for efficiency.* Implement improvements to enhance service desk operations.Communication:* Maintain effective communication channels within the team and with stakeholders.* Provide regular updates on team performance, goals, and achievements.* Foster opens communication to address concerns and promote a positive work environment.Technology Proficiency:* Stay informed about the latest technologies and tools relevant to the service desk.* Provide guidance on the use of tools and technologies to optimize support processes.Documentation:* Ensure accurate and up-to-date documentation of support procedures and resolutions.* Encourage the team to maintain detailed records of incidents and solutions for knowledge sharing.
Education
AIMS Management and Technology
Bachelor of Computer Application, Computer Science
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