t
tirtha810

Tirtha D

@tirtha810

Service Desk Manager

India
English, Hindi, Bengali
About me
I am an ITIL-certified Service Desk Manager with over 9 years of experience leading technical support and service operations across e-commerce, banking, and healthcare. I have a proven track record of managing teams of up to 200+ FTEs while driving SLA, KPI, and CSAT performance in 24x7 environments.... Read more

Skills

t
tirtha810
Tirtha D
Offline • 
Average response time: 1 hour

See my services

Stress Management
I will be your stress relief coach
From$30 / projectMore details

Work experience

Alorica

Operations Team Manager

Alorica • Full-time

Apr 2025 - Present • 1 yr 5 mos

Lead a high-performing operations team of 80 employees, including 3 Assistant Team Leads. Managed end-to-end service desk operations, overseeing people management and performance delivery against SLA, KPI, and CSAT targets. Design and facilitate ongoing training programs to strengthen staff skillsets and lift overall team performance while ensuring compliance with industry regulations.

Tech_Mahindra

Assistant Manager

Tech Mahindra • Full-time

Aug 2019 - Oct 2022 • 3 yrs 2 mos

Managed daily operations for 200 employees in international e-commerce, ensuring operational efficiency and team alignment. Implemented operational strategies while fostering client relationships across large-scale, multi-team operations. Delivered multiple projects on time and within budget while introducing new processes to improve outcomes.