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Menaka WadugedaraMW

Menaka Wadugedara

Service Desk Manager

€500/day
Paris, FR
3-7 years
Audit et transition de Service Desk
Management d’équipes IT (call center et support de proximité)
Gestion de projets (matériels, logiciels, déménagements, procédures KB)
Gestion des SLA, KPI et suivi opérationnel
Administration systèmes et réseaux (Windows, Office 365, Exchange, AD, Intune, Hyper- V, SCCM)

Average response time: 1 hour

Freelancer profile translated to English.
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About Menaka

Service Desk Manager with over five years of experience in IT service management and optimization. Specialized in managing international teams, continuous performance improvement (SLA/KPI), and VIP support. Proven experience in IT service transformation, auditing, and structuring. I implement and maintain knowledge bases for technicians, and I assist users to strengthen their awareness of cybersecurity best practices.

  • English

    Conversational

  • French

    Native or bilingual

Can work on-site
Paris (up to 50km)

Experience

  • Milleis Banque
    Service Desk Manager
    BANKING AND INSURANCE
    October 2024 - December 2024 (2 months)
    Paris, France
    . Management of IT support (Call center and on-site team).
    • Organization of teams to ensure operational monitoring, SLA compliance, and
    coverage hours.
    • Personalized support for VIPs.
    • Scheduling agency visits in various cities in France.
    Gestion des SLA, KPI et suivi opérationnel IT Project Management
  • Manutan International
    Service Desk Manager
    LOGISTICS AND SUPPLY CHAIN
    December 2021 - September 2024 (2 years and 9 months)
    Gonesse, France
    • Management of IT support (Call center and on-site team).
    • Organization of teams to ensure operational monitoring, SLA, KPI compliance, and
    coverage hours.
    • Personalized support for VIPs.
    • Complete change management (hardware sizing, price negotiation, multi-vendor
    price comparison, hardware and software purchases.
    • Management of internal relocations.
    • Proactive and reactive communication regarding IT and Telephony.
    • Creation of detailed procedures for support and also requesting procedure
    creation from the N+3 support group.
    • Transition manager for foreign subsidiaries (Portugal, Italy, Netherlands)
    • Service Desk audit in Portugal.
    IT Strategy IT Project Management Audit et transition de Service Desk IT Vendor Management and Procurement Gestion des SLA, KPI et suivi opérationnel
  • Manutan International
    On-site Support Team Leader
    LOGISTICS AND SUPPLY CHAIN
    August 2020 - November 2021 (1 year and 3 months)
    Gonesse, France
    • Incident and request ticket management (ServiceNow)
    • Active Directory administration.
    • VIP on-site support.
    • Office 365, Teams, and SharePoint administration.
    • Exchange server administration.
    • Print server administration.
    • IT equipment inventory management (PCs, phones, Surfaces, monitors, ...)
Check out Menaka's experience

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Education

  • BTS Systems & Networks
    2026
    BTS Systèmes & Réseaux
  • Level BTS CIM – Design and Industrialization in
    2016
    Niveau BTS CIM – Conception et Industrialisation en
Check out Menaka's education

Skill set

IT Project Management
IT Strategy
IT Vendor Management and Procurement
IT Service Management
System Integration
Leadership Development
Workshops Facilitation

Categories