• Analyzes data and establishes standard of work to continuously improve company’s service delivery performance. • Oversees the delivery of end-user services including service desk and technical support services. I.e. systems administration, systems engineering, network engineering, desktop support. • Responsible for proactively improving and implementing all Client Service Delivery processes; leads and manages team to provide exceptional customer service and optimal efficiency. • Ensures project/department goals are met and budgets are followed.• Provides technical and professional leadership in analyzing, defining, and implementing the Client Service Operations function to meet company needs.• Applies subject matter expertise within own discipline to coach and develop technical talent and project teams.• Provides status reports on projects/tickets and communicates critical information to Leadership Team on an ongoing basis.• Recognizes trends and implements changes in anticipation of their impact to the business, client and/or system components.• Leads the adoption of new processes, services and technologies to meet the needs of the business• Improves service delivery through effective use of best practices and industry standards (i.e. ITIL/ITSM)• Develops and communicates department goals in alignment with company goals and establishes a clear mission with team members. Holds team members accountable to goal achievement.• Provides consistent performance feedback, creates development opportunities, and defines a framework for team member career advancement. • Diagnoses incident management issues in the steady state support environment.• Oversees asset distribution across multiple teams and clients to ensure coverage of client’s hours of operations and contractual service and support obligations.• Manages and maintains company’s production and corporate business applications and systems.

• Establishes efficient and balanced workloads and workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. • Makes recommendations for changes to products or services based on customer feedback and requests.• Monitors and measures service metrics and utilizes them to develop standards, improvements, or changes to process.• Ensures that project/department milestones/goals are met and are adhering to approved budgets.• Develops strategic and operational plans for control, management, and improvement of IT capabilities which includes service and data reporting, data integrity and security methodologies, client support services, technical standards for documentation, testing and training, and capacity analytics for hardware systems pertaining to cloud, virtual and physical infrastructure.• Provides asset distribution across multiple teams and clients.• Manages and maintains enterprise monitoring platforms.• Plans, directs, and coordinates work plan; assigns tickets and resources to the areas of responsibility; reviews and evaluates work methods and procedures; meets with staff to identify and resolve problems.• Selects, trains, motivates, and evaluates assigned personnel; works with employees to correct deficiencies; implements discipline procedures; provides or coordinates staff training.

Service Desk Supervisor