Available for consulting & leadership conversations

Densil Vincent

Builder-minded customer support operations leader.

14+ years in ITSM, service desk leadership and project management. I don't just manage to KPIs. I build the dashboards, AI assistants and automation my teams run on.

See What I Build Let's Connect
  • 14+Years in ITSM & support operations
  • 95%+CSAT, up from 84% (6-month average)
  • 93%Productive adherence, up from 85%
  • 8Professional certifications
About Me

Support operations that people never have to notice

“The best support operations are invisible — people only notice them when they break. My job is to make sure they never do.”

I'm a customer support operations leader with 14+ years across ITSM, service desk leadership and project management, currently Customer Support Manager at HighLevel India.

What sets my approach apart is that I build the tools my teams run on: Looker dashboards, Gemini-based AI assistants and AppSheet automation. I don't only manage to KPIs set by others.

My path runs from freelance trainer to L1 support, through shift lead and technical SME roles, to project management, and now people management plus building at HighLevel.

Based in Fort Kochi, Kerala.

  • ITIL 4 Strategist
  • PMP
  • Certified ScrumMaster
  • AWS
  • Azure
  • Looker
  • Gemini
  • Fort Kochi, India
How I deliver

Four pillars of every engagement

01

Process by Design

Embedding ITIL-aligned governance into every support operation — from day one, not as an afterthought.

02

People-First Leadership

Building high-performing teams through coaching and clarity of purpose — not just directives.

03

Build, Don't Just Manage

Creating the dashboards, AI assistants and automation that let teams see and fix problems themselves.

04

Measurable Impact

Every initiative tied to KPIs — CSAT, productive adherence, escalation rate and AHT — that stakeholders can see.

What I build

Tools my teams run on

Most support managers manage to dashboards someone else built. I build them, along with the AI assistants and automation behind the numbers.

01

Three Looker KPI dashboards

Built and maintained on top of every support KPI: AHT, escalation %, CSAT %, survey response % and productive adherence. Three views: an agent-level dashboard spanning 25 teams and 260 support staff, a team-wise view for managers and senior leadership, and an agent self-review dashboard with 8-week KPI trends.

  • Looker
  • KPI design
02

Gemini knowledge-base assistant

Live for 6+ months. L1 agents enter the customer's query, and the assistant asks 1–2 clarifying questions. It then returns 4–5 probing questions to ask the customer, L1-scope troubleshooting steps, the right escalation team if it's out of scope, and a check against the ideas board for known feature requests. Credited with improving agent competency and the CSAT gains.

  • Gemini
  • Knowledge management
03

DSAT analysis bot

A second Gemini-based bot that reviews chat transcripts behind triggered DSATs. It checks them against performance thresholds, identifies the root cause (agent, client, product or process) and generates the feedback automatically.

  • Gemini
  • Quality
04

AppSheet operations tools

A knowledge-base article management system built in AppSheet, and an operations tracker that pairs a Gemini Gem with AppSheet.

  • AppSheet
  • Gemini
05

Cross-vendor SLA reporting

For an enterprise client, scripts pull ticket data from Jira across all 11 other vendors, not just my own team. They calculate first-response and resolution-time SLAs and tag every incident as breached or not, by supplier. A weekly run feeds a formula-driven Google Sheets dashboard for the client's monthly review. It gave the client cross-vendor visibility they didn't have before, and they singled it out as impressive.

  • Jira
  • Scripting
  • Google Sheets
What I do

Where I add the most value

01

Service Desk & Support Leadership

Leading L1 teams, from 8 to 35 people, across email, chat and phone. That covers people and leave management, ticket and escalation management, and incident, request and problem reviews.

  • ITIL 4
  • ServiceNow
  • Escalations
02

Building Teams from Scratch

Standing up new service desks end to end: building the knowledge base with dev and DevOps teams, launching the team and putting every process in place.

  • Knowledge base
  • Process design
03

KPI Dashboards & Ops Analytics

Designing the dashboards leaders and agents actually use, from team-wide KPI views to individual self-review trends.

  • Looker
  • Google Sheets
  • SLA reporting
04

AI & Automation for Support

Gemini-based assistants for knowledge lookup and DSAT root-cause analysis, plus AppSheet tools for day-to-day operations.

  • Gemini
  • AppSheet
05

Project & Delivery Management

Running client projects with teams of 4–8, including an Azure Data Services/Databricks data pipeline delivered with a technical architect and two data engineers.

  • PMP
  • Scrum
  • Delivery
06

Coaching & Training

Weekly coaching, DSAT reviews and agent self-review. I started out as a trainer: all 35 of my Engineering Graphics students passed.

  • Coaching
  • Training
Career

14+ years, seven employers

From freelance trainer to L1 support, through shift lead and technical SME roles, to project management, and now people management plus building at HighLevel India.

Currently at HighLevel India · Customer Support Manager · Apr 2025 – Present

  1. Apr 2025 – Present

    Customer Support Manager

    HighLevel India

    • Lead 15 L1 product consultants supporting the GoHighLevel AI-powered CRM and marketing automation platform. The team handles first diagnostics and troubleshooting on all incoming issues and escalates unresolved cases to L2.
    • Own people and leave management, ticket and escalation management, and supervisory calls.
    • Raised CSAT from 84% to 95%+ (6-month average) and productive adherence from 85% to 93%. Escalation rate is under 9%, and the survey received rate is 40%.
    • Built 3 Looker KPI dashboards, a Gemini knowledge-base assistant and a Gemini DSAT analysis bot (see What I build).
  2. Apr 2022 – Mar 2025

    Project Manager (Project Coordinator title)

    Mindcurv Group by Accenture Song, Kochi

    • Managed a portfolio of 12 client projects (client names confidential) with teams of 4–8.
    • Led an ETL data pipeline project as PM: data collected from client websites and forms, processed through Azure Data Services/Databricks via 33 logic filters, and output to a dashboard. Oversaw a technical architect and two data engineers, ran weekly technical syncs and owned client billing.
    • Ran Agile delivery (Scrum and Kanban): sprint planning and demos, story mapping with product owners, product roadmaps, gap analysis and risk assessments.
    • Tracked budgets and expenses, and communicated milestones to stakeholders.
  3. Oct 2019 – Apr 2022

    Shift Lead, L1 DevOps Service Desk

    Mindcurv Group by Accenture Song, Kochi · enterprise client

    • Single-handedly set up the L1 DevOps service desk: built an 8-member team from scratch. I spent the first 2–3 months building the knowledge base with the DevOps and dev teams, launched the team by mid-December 2019 and stood up all its processes.
    • Ran people management, incident/request/problem reviews, escalation management, and daily, weekly and monthly reporting via ServiceNow.
    • Built cross-vendor SLA reporting covering the client's 11 other vendors.
    • Trained the team on ServiceNow, Confluence, SAP Hybris, AWS IAM, Kibana, Grafana and OpsGenie.
    • Audited ticketing across ServiceNow, Jira and Okta, and conducted GDPR information-security audits.
    • Oversaw the client's ServiceNow NextGen migration: coordinated requirements between the client and an external technical team, and helped hire an external ServiceNow consultant. The upgrade improved incident management, request management, service fulfilment and reporting.
  4. Oct 2018 – Oct 2019

    Technical Support Lead — DDI Products

    Infoblox, Trivandrum

    • Led a 10-person L1 team supporting Infoblox DDI (DNS/DHCP/IPAM) products.
    • Responsibilities: ticket review, escalation management, weekly coaching, KPI management, DSAT analysis, and team performance and people management.
    • Built ITSM dashboards for real-time SLA and OLA monitoring. 100% of incidents were resolved within SLA.
    • Provided root cause support and wrote technical documentation.
  5. Aug 2015 – Oct 2018

    Shift Lead

    Dimension Data, Bangalore

    • Led a 35-agent L1 global service desk (email, chat and phone), plus a 9-month stint supporting an 8-person internal IT service desk.
    • Technical SME and Product Owner for the Genesys omnichannel platform: calls, email and chat with ServiceNow integration, and agent training. As Product Owner I partnered with L4 developers, documented processes, led risk mitigation, built dashboards and reports, and presented product updates to senior management.
    • Spent 3 months onsite at the new Global Delivery Centre (GDC) in Prague, Czech Republic (Mar–May 2018), setting up, configuring and training 7 non-English service desk teams on the Genesys omnichannel platform.
    • Owned IAM and access provisioning across agent tiers and L2 network engineers.
  6. Dec 2012 – Jan 2015

    L1 Global Service Desk Analyst, then CTS Analyst

    IBM, Bangalore · global enterprise client account

    • Password and account resets (mainframe and application), and Windows server access and configuration checks, on BMC Remedy and IBM Lotus Notes. Promoted to L2 after the first year for advanced issues.
    • Supported NEA, SAP and VAX systems.
    • Handled ~400–500 calls a month, beating every target:
      IBM targets versus delivered
      MetricTargetDelivered
      AHTunder 30 min~25–26 min
      Resolution~70%~80%
      CSAT~90%~94–95%
  7. Oct 2010 – Nov 2012

    L2 – Remote Infrastructure Management (RIM)

    Infinite Computer Solutions, Bangalore

    • L2 technical support: building and deploying computers and operating systems, Wi-Fi and printer management, mobile device management, and security requests.
    • Service request process reviews to improve workflow, service quality and on-time delivery.
    • Antivirus installation and troubleshooting, paid laptop and desktop performance checks, and add-on services. Top-5 in conversion for 6 months.
  8. Jan 2009 – Jul 2010

    Freelance Trainer, Engineering Graphics

    IAS Institute of Advanced Studies, Ernakulam

    • Trained ~35 students who travelled from across Kerala to Kochi for sessions. All 35 passed: about 22 scored above 70% and the rest above 80%.
Leadership

Enabling teams to perform at their highest potential

I believe the best outcomes happen when people understand the “why” behind every delivery decision. My leadership style builds environments where accountability, clarity, and growth coexist — and where teams don't just meet targets, they own them.

01

Clarity before execution

Translating operational strategy into goals every team member can connect with — from L1 agents to executive stakeholders. Alignment is a daily practice, not a quarterly meeting.

02

Coaching over managing

The measure of good leadership is how capable your team becomes — not how much they need you. Every DSAT review, every sprint retro, every 1:1 is an investment in someone's growth.

03

Process as empowerment

ITIL and Agile aren't bureaucracy — they're freedom. Well-designed processes give teams the confidence to act decisively without waiting for permission at every step.

04

Data-informed, not data-driven

Metrics exist to serve judgement — not replace it. I use KPIs, CSAT scores, and SLA reports to ask better questions, not to manage by spreadsheet.

05

Resilience by design

Whether it's an escalation protocol, a knowledge base, or a sprint plan — I build in resilience as a default. Anticipating failure modes is part of responsible service delivery.

06

Service as a reputation

Every customer interaction is a brand moment. I treat support operations as a strategic asset — because how an organisation handles problems says more about it than how it handles success.

Expertise

Skills & Certifications

Hands-on building tools alongside the ITSM platforms expected of a service-desk leader.

Analytics & BI

  • Looker
  • Google Sheets dashboards
  • SLA tracking

AI & Automation

  • Gemini assistants & Gems
  • AppSheet

ITSM & Ticketing

  • ServiceNow
  • BMC Remedy
  • Freshchat
  • Jira Service Desk
  • OpsGenie

Monitoring, Identity & Platforms

  • Kibana
  • Grafana
  • Okta
  • AWS IAM
  • Genesys omnichannel
  • SAP Hybris

Cloud, Data & Collaboration

  • AWS
  • Microsoft Azure
  • Azure Data Services / Databricks (project exposure)
  • Jira SLA scripts
  • Confluence
  • IBM Lotus Notes

ITSM practice

  • ITIL 4
  • Incident, request & problem management
  • Escalation management
  • SLA management
  • Knowledge base management
  • Quality audits (ticketing, GDPR)

Delivery & Leadership

  • PMP
  • Scrum & Kanban
  • Sprint planning
  • Story mapping
  • Product roadmaps
  • Gap analysis
  • Risk management
  • Stakeholder management
  • Budgeting & forecasting
  • Team leadership
  • Coaching
  • DSAT & root cause analysis
  • Process improvement

8 certifications

  • Certified ScrumMaster (CSM)

    Scrum Alliance

  • Project Management Professional (PMP)

    Project Management Institute (PMI)

  • Microsoft Certified: Azure Fundamentals (AZ-900)

    Microsoft

  • AWS Certified Cloud Practitioner

    Amazon Web Services

  • ITIL 4 Strategist: Direct, Plan and Improve

    PeopleCert

  • ITIL 4 Foundation

    PeopleCert

  • ITIL Foundation (v3) in IT Service Management

    AXELOS, via EXIN

  • Lean Six Sigma White Belt

    The Council for Six Sigma Certification

Bachelor of Engineering (B.E.), Electronics & Communication Engineering

V.S.B. Engineering College, Karur · 2008

Work with me

How I can help your organisation or career

Practical, outcome-focused engagements, each assessed case by case to make sure it's the right fit.

01

Service Desk & ITSM Consulting

Setting up or turning around L1/L2 support: ITIL-aligned incident, request and escalation processes, knowledge base build-out, SLA design and cross-vendor SLA reporting.

For: IT & Support Leaders, CIOs

  • ITIL 4
  • ServiceNow
  • Jira
02

Support Analytics & AI Enablement

KPI dashboards in Looker or Google Sheets, and Gemini-based assistants for knowledge lookup and DSAT analysis, built the way I built them for my own teams.

For: Support & CX Managers

  • Looker
  • Gemini
  • AppSheet
03

Project & Delivery Advisory

Delivery planning and stakeholder coordination for IT and data projects, drawing on PMP and Scrum practice and a 12-project portfolio.

For: PMOs, Delivery Teams

  • PMP
  • Scrum
04

Career Consulting

Certification roadmaps, LinkedIn and resume optimisation, and interview preparation for IT and support professionals, grounded in a path from L1 to manager.

For: IT Professionals, Career Changers

  • Mentorship
  • Certifications
Impact

Results backed by numbers

95%+

CSAT at HighLevel India

Up from 84%, averaged over the last six months. Survey received rate: 40%.

93%

Productive adherence

Up from 85% (average) for a 15-person L1 team.

<9%

Escalation rate

Most issues resolved at L1, supported by the Gemini knowledge-base assistant.

~94–95%

CSAT at IBM

Against a ~90% target, with AHT ~25–26 min (target under 30) and ~80% resolution (target ~70%).

35/35

Students passed

Engineering Graphics. About 22 scored above 70% and the rest above 80%.

100%

Incidents resolved within SLA

At Infoblox, tracked on ITSM dashboards I built for real-time SLA and OLA monitoring.

Recognition

Recognition along the way

Dimension Data

Outstanding contribution to the Company Transformation Program (PACE 1.0)

Appreciation from a Senior Vice President.

Mindcurv Group by Accenture Song

Client appreciation letter

For creating a vendor effort analysis report, the cross-vendor SLA reporting that gave the client visibility across its vendors.

Mindcurv Group by Accenture Song

Set up a service desk single-handedly

Built and launched the L1 DevOps service desk team from scratch.

Get in touch

Let's start a conversation

Whether you're exploring a consulting engagement, a leadership conversation, career guidance, or simply want to exchange ideas, I'd love to hear from you.

Open to

  • Consulting Engagements
  • Leadership Roles
  • Speaking Opportunities
  • Career Mentorship

Send a message

Your details are used only to reply to your message.

Preview only: this form doesn't send anything. Wix Forms replaces it on the live site.