Moin Khan

About Moin Khan

I am a dedicated and results-driven Service Desk Team Lead with a passion for delivering top-notch IT support and customer service. With 7+ years of experience in the IT industry, I have honed my skills in leadership, problem-solving, and technical expertise to effectively manage and inspire a team of support technicians.Leadership: As a natural leader, I believe in leading by example. I foster a collaborative and positive team environment, where each team member feels valued and motivated to excel. I am committed to developing my team\'s skills and knowledge, helping them grow both professionally and personally.Technical Expertise: My extensive technical background allows me to troubleshoot and resolve complex IT issues efficiently. I stay up-to-date with the latest industry trends and technologies to ensure our team can provide cutting-edge solutions to our end-users or customers.Customer Focus: I understand the importance of exceptional customer service. I work tirelessly to ensure that our team delivers timely and effective support, consistently exceeding customer expectations. I prioritize clear communication and empathy to build trust and rapport with end-users.Process Improvement: I am passionate about optimizing service desk processes. I regularly review and refine our workflows to enhance efficiency and reduce resolution times. I believe in the power of data-driven decision-making and use metrics to identify areas for improvement.Problem-Solving: Complex IT issues are my forte. I thrive in high-pressure situations, using my analytical skills to identify root causes and implement solutions swiftly. I am adept at managing incident queues, prioritizing tasks, and ensuring timely resolutions.Team Collaboration: Collaboration is key to success. I work closely with other IT departments and stakeholders to ensure seamless coordination and a holistic approach to problem-solving. I am an effective communicator who can translate technical jargon into understandable terms for non-technical team members

Experience

1. Operations Team Lead

   Milestone Technologies, Inc.

   Nov 2025 — Present · Hyderabad, IN

   As Operations Team Lead, I oversee and coordinate multiple technical teams — including App Support, Lab Support, and GSD Operations — to ensure smooth, reliable, and efficient service delivery. I lead a diverse team and act as the bridge between technical execution, support operations, and business needs.• Manage cross-functional technical teams and support units, ensuring each unit meets its SLAs and delivers consistent quality and support.• Drive process improvements and standard operating procedures (SOPs) across support and operations functions — leading to improved response times, reduced downtime, and enhanced system reliability.• Mentor, coach, and support team members: facilitate collaboration, professional growth, and clear communication across teams.• Coordinate with stakeholders — from product, quality assurance, and business teams — to align support operations with broader company goals and deliverables.• Monitor and report key performance metrics (support ticket resolution, lab turnaround, operational uptime, etc.), identify bottlenecks, and implement solutions to optimize workflows.• I believe in building a culture of accountability, continuous improvement, and collaborative problem-solving. I’m passionate about leveraging technical oversight and team leadership to deliver operational excellence and reliable support services.

Education

• Methodist degree College (Osmania University)

  Bachelor's degree, Computer Science

• Osmania University

  Bachelor of Commerce - BCom, b.com

  2016 — 2019