Head of IT Service Desk with a Strategic Leadership certification from Harvard & 15+ years of experience managing global IT operations. Specializes in driving service desk efficiency and IT governance in multiple regions, ensuring optimal service delivery & user satisfaction. Proven ability to develop & mentor global service teams for significant improvements such as a 30% increase in manager productivity through strategic AI integrations. Implemented large-scale process enhancements, including the adoption of automated systems that reduced average customer contact time by 30% & streamlined incident resolution processes. Dedicated to reinforcing IT service desk operations to support company goals of improved operational effectiveness & customer-centric service solutions.IT Service Desk Management Highlights• Global IT Service Desk Management: Led global service desk strategy, overseeing operations in Americas, APAC, & EMEA to ensure optimal incident & request handling in SLA targets, enhancing global support responsiveness.• Operational Excellence in IT Services: Achieved 58% reduction in operational transaction rates through strategic automation at Dimensional Fund Advisors, optimizing resource allocation and enhancing service desk efficiency.• Incident & Problem Resolution Leader: Led development of Schwab's inaugural ITIL-based Incident & Problem Management processes, setting industry standards & reducing business disruptions with service frameworks.• Strategic Process Optimization: Implemented process enhancements such as integration of Level 1 support tasks into Network Operations Center for a 20% task time reduction & boosting the overall core operational focus at DFA.• Knowledge Management Integration: Designed Knowledge Centered Support program at Charles Schwab earning a 99% knowledge management participation rate, contributing to a 95% success rate in incident resolution.• Crisis Management & Operational Readiness: Led end-user support services for 30k employees transitioning to remote work during COVID-19 at Charles Schwab, demonstrating exceptional crisis management and adaptability.• Leadership & Team Development: Directed global End-User Support Services for a 33-member team, enhancing manager productivity by 30% with AI integration & strategic partnerships for new standards in IT support service.
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End User Support Services ManagerDimensional Fund Advisors May 2022 - PresentAustin, Tx, Us• Directed a global End-User Support Services team encompassing 3 managers & 30 staff members, ensuring comprehensive & service delivery for 1700 employees in Service Desk Support Operations and Desktop Services.• Successfully boosted manager productivity 30% through AI (CoPilot) integration & strategically partnered with tech firms to onboard over 1500 level 1 tasks monthly, reducing engineers' & developers' task time by more than 20%.• Achieved a 58% reduction in NOC transaction volume & saved 4 hours daily with automation to enhance operations. -
Change And Incident ManagerNomi Health 2021 - 2022Orem, Utah, UsIncident Management Initiatives • Spearheaded integration of PagerDuty for incident management, significantly enhancing data collection & workflow efficiency, while ensuring strict SLA compliance, drawing on expertise in VIP support, MDM, & AV operations.Change Management Initiatives • Established and delivered industry-leading best practices for incident and change management through rigorous standards, comprehensive training, and precise process measurement, achieving targeted business outcomes.• Enhanced JIRA's incident & change management capabilities, significantly boosting operational process efficiency & ensuring strict compliance with established industry standards through targeted system workflow improvements. -
Senior Manager Of Governance-National Service DeskCharles Schwab 2018 - 2021Westlake, Texas, Us• Led an 8-person team of Senior Process Leads in areas including Knowledge Management, Data and Metrics, Quality Assurance, Automation, Continuous Service Improvement, & Training, driving operational excellence & innovation.• Executed and meticulously managed comprehensive, strategic large-scale technical onboarding and integration initiatives for newly acquired businesses and teams, ensuring a professional, seamless user experience.• Achieved a 99% participation rate in the Knowledge Management Program & implemented a comprehensive COVID work-from-home support strategy for 30k employees, ensuring an easy transition from office to home environments.• Directed the onboarding of 5k TD Ameritrade employees, earning $2.5k spot awards for exceptional service delivery. -
Call Center Senior Manager - National Service DeskCharles Schwab 2016 - 2018Westlake, Texas, Us• Managed and optimized all daily service desk operations, including detailed scheduling & performance management, for a dedicated, highly skilled team of 16 service representatives, ensuring exceptional operational efficiency.• Accomplished the implementation of automated test scripts, resulting in a 30% decrease in the average customer contact time & analyzed service desk workflows and data to drive year-over-year improvements in efficiency.
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Senior Manager & Process Owner, Problem Management (Itil)Charles Schwab 2015 - 2016Westlake, Texas, Us• Elevated the Problem Management process from a basic level 1 to a robust level 3 maturity rating, achieving a remarkable 90% success rate in swiftly delivering comprehensive Root Cause Analysis within the 14-day SLA.• Completed & submitted monthly/yearly reports to facilitate executive decision-making, ensuring strategic alignment.
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Senior Manager, Incident & Problem Management Processes (Itil)Charles Schwab 2013 - 2015Westlake, Texas, Us• Collaborated with 6 Technical Leads to deliver Schwab's 1st incident management process ahead of original schedule.• Designed and executed a comprehensive strategic framework for critical success factors, key performance indicators, & metrics that was able to directly achieving a 97% resolution rate for high-priority incidents within established SLAs.
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Senior Incident Management Analyst (Itil)Charles Schwab 2012 - 2013Westlake, Texas, Us
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Incident And Problem Management, Itil Compliance & ReportingAmerican Express 2011 - 2012New York, Ny, Us
Mario Davis Education Details
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Harvard UniversityStrategic Leadership Certificate -
Uc San DiegoLearning How To Learn
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Harvard UniversityManaging Yourself And Leading Others
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Cape Peninsula University Of TechnologyRadio Broadcasting
Frequently Asked Questions about Mario Davis
What company does Mario Davis work for?
Mario Davis works for Dimensional Fund Advisors
What is Mario Davis's role at the current company?
Mario Davis's current role is Senior IT Leader.
What schools did Mario Davis attend?
Mario Davis attended Harvard University, Uc San Diego, Harvard University, Cape Peninsula University Of Technology.
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