Lead and developed, a highly motivated team of Help Desk professionals to deliver excellent technical support with a high degree of customer satisfaction and timeliness. Position required frequent contact with help-desk customers, business partners, direct reports, peers and managers. • Successfully off shored 1st and 2nd Level IT Support resulting in an annual savings of $700K+ while improving client service levels compared to existing on-shore solution.• Implemented Operational Excellence processes that eliminated barriers that hindered efficiency and increased cost, resulting in annual savings of $360K while meeting or exceeding desired service levels to the business segments. • Manage a team of 5 Team Leads with an overall team of 60 associates. Help Desk professionals. • Lead and participate in projects focusing on complex business issues.• Develop and demonstrate an understanding of customer needs.• Managed escalated issues and customer recovery situations. • Prepared and administrated the departmental budget and business plans and metrics.