David Howard Email & Phone Number

As an IT Service Desk Manager, I have over 15 years of experience in leading and managing IT support teams for various organizations, including Peloton Interactive and JCPenney. I have a strong background in IT service management (ITSM) and ITIL v3 framework, as well as HDI and KCS certifications. I am currently pursuing an MBA in Strategic Leadership to further enhance my skills and knowledge in this field.My core competencies include creating and implementing IT service desk processes, systems, tools, and metrics to ensure high-quality customer service and technical support for internal and external users. I have successfully led IT service desk transitions, optimizations, and incident management projects, resulting in improved SLA metrics, reduced aged ticket count, and increased user satisfaction. I am also proficient in various IT platforms and applications, such as ServiceNow, Office365, Atlassian, Google Workspace, and SaaS platforms. I am passionate about delivering IT solutions that enable business growth and efficiency, and I am always eager to learn new technologies and best practices.

Listed skills include Management, Call Center Development, Itil Process, Information Technology, and 12 others.