Nishant N.

About Nishant N.

Results-driven IT leader with 18+ years of experience steering global tech support and service desk operations across diverse industries. Currently managing Standard and Custom Service Desk accounts at Dell Technologies as part of the CSG Managed Services group, driving productivity and process optimization across three continents.I specialize in strategic planning, stakeholder engagement, and team leadership, with a strong command of platforms like Salesforce and ServiceNow. Known for elevating performance through innovative operational strategies—achieving up to 30% improvements in response times and significant productivity gains.My leadership journey spans from front-line support to executive oversight, backed by accolades such as Best Manager of the Quarter and Game-Changer awards. Currently upskilling through Dell’s EDGE Leadership Program in collaboration with IIM Bangalore.I’m passionate about building high-performing teams, driving continuous improvement, and delivering measurable impact in dynamic, customer-centric environments.

Experience

1. Manager 2, Technical Support

   Dell Technologies

   Dec 2022 — Present · Gurugram, IN

   Managing global support team of 150+ FTEs/SMEs/L2s across four continents, overseeing service delivery, workforce planning, and SLA adherence.• Successfully onboarded a Custom Service Desk account in June 2024.• Managing both Standard and Custom Service Desk Accounts as part of CSG Managed Services providing L1/1.5/2 technical support to our global clients.• Collaborated with cross-functional teams to ensure alignment with organizational objectives and fostered a culture of innovation.• Developed succession plans, mentored emerging leaders, and implemented performance frameworks to drive engagement and accountability.• Delivered a 20% increase in productivity through Salesforce.com integration and a 30% improvement in response times using ServiceNow.• Currently enrolled in EDGE Leadership Program (in partnership with IIM Bangalore) focusing on transformational leadership.

Education

• Rashtriya Shiksha Parishad

  Bachelor of Science, Computer Science

  2006 — 2009

• Bal Bharti Public School

  High School, Computer Science

  2004 — 2006

Skills

• Bpo
• Management
• Product Management
• IT Service Management
• Account Management
• Business Development
• Databases
• Outsourcing
• Solution Selling
• Operations Management
• Service Management
• Lead Generation
• Vendor Management
• Service Delivery
• Technical Support
• Business Analysis
• Pre-Sales
• Windows
• Crm
• Leadership
• IT Outsourcing
• Sla
• Itil Certified
• Operating Systems
• Process Improvement