Athan Reddy P.

About Athan Reddy P.

With over nine years of experience in IT service desk management, I currently lead as a Service Desk Associate Manager at EBSCO Information Services. Focused on fostering a collaborative, high-performance culture, I drive initiatives that prioritize customer-first service while growing team capabilities through structured training, coaching, and succession planning. Committed to continuous improvement, I align my efforts with organizational goals, enabling automation, self-service adoption, and workflow optimization to enhance operational excellence. At EBSCO, I lead critical programs to improve service desk efficiency, from defining escalation protocols to managing staffing plans and resource allocation. By driving Continuous Improvement (CSI) initiatives, I empower teams to deliver superior results while integrating automation and self-service solutions. My expertise spans project planning, structured workflows, and team development, ensuring strategic alignment with organizational priorities.

Experience

1. Service Desk Associate Manager

   EBSCO Information Services

   Apr 2025 — Present · Hyderabad, IN

   Conduct WPEs, performance appraisals, and structured coaching sessions to grow team capabilities.Lead structured training programs for onboarding, new technologies, and leadership development.Foster a collaborative, high-performance culture that emphasizes accountability and customer-first service.Lead continuous service improvement (CSI) programs, driving automation, self-service adoption, and workflow optimization.Develop succession planning and career progression frameworks for team leads and senior analysts.Define and enforce service desk policies, escalation protocols, and quality standards across teams.Assist in manage staffing plans, hiring, and resource allocation to maintain optimal coverage across shifts.Act as the Service Desk representative in leadership and governance forums.