Service Desk Manager

• Feb 2020 - Present

Service Desk Manager

• Aug 2015 - Jun 2023

Delivered technical solutions for over 3K employees in 32 locations across US, including Hawaii, Puerto Rico, and Canada to enhance service delivery for daily production in manufacturing plants. Monitored activities regarding requests, incidents and problems reported to load balancing work assignments amongst Service Desk personnel. Established baseline for goals and metrics for department where none previously existed and executed new policy and procedures governing standard best practices among service desk. Served as active member of Change Advisory Board (CAB) and IT Governance Team. • Chosen first point of contact (FPOC) for Incidents related to network outages within business infrastructure and third tier escalations including facilitating meeting bridges to engage all parties needed to immediately restore services. • Reported KPI metrics and SLAs measurements and utilized KPI measurements to suggest methods of improvement, leading to first call resolution (FCR) increasing from >78% – <90%. • Revised Performance Improvement Plans (PIP) for team of 8 individuals as needed to ensure all personnel were able to attain service level standards when opportunities for improvement were identified. • Performed regular audit of processes and Service delivery, discovering areas of weaknesses and fortifying weakness to ensure ongoing functionality. • Ensuring business solutions were efficient to achieve company goals and visions by preventing unauthorized changes to infrastructure service. • Organized ongoing training and seminars, furthering IT department team member’s expertise with new techniques and methods. • Designed SharePoint Team site pages, to centralized vital support information for Service Desk to reference quickly as needed. • Active member of Corporate Engagement Committee, Leadership Team and IT Fun Committee devoted to diversity, team collaborations and maturing an environment of inclusion for all employees and departments. Show less