Alina Ciric
Service Desk Team Lead IT Support (Vip & Executive Services) @European Patent Office
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WORK HISTORY
Service Desk Team Lead IT Support (Vip & Executive Services) @European Patent Office
Munich, DE
Lead service delivery for executive IT support within a high-demand enterprise environment, driving ITIL-aligned service improvements and operational excellence. Owned operational performance of executive support services, driving continuous service improvement and SLA adherence. Led daily service desk operations for VIP & Executive support (team of 12 agents across 2 different geographically distributed teams) Drove adoption of ITIL practices across Incident, Request Fulfillment, and Knowledge Management workflows. Analyzed incident trends and implemented targeted process improvements, significantly improving First Time Response (FTR) and reducing repeat incidents. Strengthened Operational Level Agreement (OLA) framework between support tiers and infrastructure teams, improving service ownership clarity and resolution efficiency. Coordinated incident resolution for workplace services, ensuring SLA compliance and clear stakeholder communication. Monitored and reported service KPIs using advanced Power BI dashboards to enable data-driven decision making. Managed workload distribution and shift planning for a 12- member executive support team. Supported knowledge base and self-service improvements to reduce ticket volume and increase efficiency. Mentored and guided support analysts, strengthening service ownership, accountability, and customer-first culture.
EDUCATION
Technical University of Cluj Napoca
CISCO Electronics and communications
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Bachelor's degree, Philosophy
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Doctor of Philosophy - PhD, Philosophy
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Master's degree, Philosophy
Cisco Networking Academy
CCNA: Enterprise Networking, Security and Automation
ABOUT ALINA CIRIC
IT Service Desk Team Lead with 6+ years of experience delivering ITIL-aligned service operations and incident management within enterprise environments. Proven track record in enhancing service performance, improving First Time Response (FTR), and optimizing support processes through KPIdriven initiatives. Experienced in leading cross-functional and geographically distributed teams, strengthening OLA/SLA frameworks, and building automation-first, customer-centric support models.
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