🌟 ITIL Certified Experienced IT & Service Management Leader | Driving Operational Efficiency, Team Excellence & Superior Customer Satisfaction 🌟I currently lead the technology support experience for the Department of Justice, overseeing 4,000+ users. My focus is on optimizing operations, leading high-performing teams, and leveraging technologies to drive innovation and results.As a Senior Service Desk Manager, I’ve transformed service delivery by increasing SLAs by 15%. Through strategic leadership, ticketing tool optimization, and the development of knowledge bases, I’ve empowered analysts to quickly resolve common issues.I introduced VIP user categories, created workflows, and implemented a self-service portal, all within the ticketing system, which streamlined operations and enhanced service efficiency. I also developed a comprehensive knowledge base, accelerating onboarding and enabling faster issue resolution.In addition to these process improvements, I prioritize team development. I lead and coach a diverse team, fostering skill development and performance growth. By implementing quality assurance checks for calls, tickets, and emails, and focusing on VIP users, I’ve maintained an average 95% CSAT score, achieving a 20% improvement in customer satisfaction.At Paradyn, as Helpdesk Manager, I led a team of engineers, implemented escalation protocols, and optimized client communication, improving response times and issue resolution. My leadership has always been grounded in a strong understanding of the technical landscape, combined with a passion for operational efficiency and continuous improvement.Certifications & Skills.- ITIL Certified (IT Service Management)- Microsoft Certified (Azure & Dynamics 365 Fundamentals)- Google Project Management Certified- Expertise in SaaS/IaaS, Workflow Automation, CRM, and ITSM tools (ConnectWise, ServiceNow, VFire)- Strong background in change management, team leadership, and operational optimizationI thrive in fast-paced environments where complex challenges drive innovation. Whether leading incident management strategies, handling change management, or fostering a collaborative team culture, my focus is on achieving operational excellence.Let’s connect if you’re passionate about IT service management, operational efficiency, and building high-performing teams!