Latchmie Persaud

i t Service Desk Manager @Evercore

NY, US

Lead a cross-regional team of 15 Service Desk agents and overseeing day-to-day operations • Collaborate in cross-functional meetings to support projects that impact end users, ensuring Service Desk representation in decision-making and execution. • Partner with the UK Service Desk leadership to standardize and globalize support policies, procedures, and workflows across regions • Develop and maintain comprehensive knowledge base content, including technical “How-To” guides, SOPs, workflow documentation, and end-user materials to promote self-service. • Host bi-weekly team sync meetings to communicate business updates, process changes, and workflow improvements, facilitate knowledge sharing, celebrate achievements, and identify areas for improvement. • Facilitate a weekly “Ask & Resolve” session for L3 agents to collaboratively troubleshoot complex technical issues, offer escalation guidance, and support knowledge transfer. • Partner with the ServiceNow team to prioritize and implement feature enhancements that improve agent workflows, automation, and ticket resolution efficiency. • Lead recruitment efforts for Service Desk roles, including candidate screening, interviewing, and hiring decision. • Generate and analyze key performance reports to monitor SLA compliance, backlog rates, and aging tickets • Actively monitor call queues and ticket inflow to ensure SLAs are met and adjust agent workload as needed. • Conduct ticket quality reviews and side-by-side coaching to ensure knowledge usage, communication standards, and issue handling consistency. • Gather and review end-user feedback to identify service issues and coaching opportunities. • Assist the Service Desk VP with strategic planning and process decisions by providing operational insights, frontline feedback, and recommendations that support continuous improvement and long-term service goals.

High School for Community Research and Learning

Regents Diploma, Humanities/Humanistic Studies

Year Up United

Information Technology

General Assembly

Data Analytics, Data Processing