Helpdesk and Service Delivery Manager with exceptional record of delivering outstanding support and optimizing IT operations for large global and midsize corporations inclusive of outsourced services. Has extensive expertise in IT transformation and digital change-based systems implementations while leading globally distributed and in-house Helpdesk and quality support teams of up to 50+. Versed in implementing streamlined strategic processes to enhance efficiency, driving customer satisfaction to new heights, leveraging advanced IT tools to resolve complex issues, and fostering collaborative relationships with cross-functional associates to senior executive level stakeholders. Strong business acumen and clear communicator with excellent systems onboarding, project planning, troubleshooting, training, and leadership skillsets inclusive of IT vendors; compliance systems, workforce tool implementations and hardware suppliers. Trusted budget manager, advisor on IT strategy, KPI outputs, root cause analytics and surpassing service levels in line with corporate process control, employee, and client expectations.