North America It Service Delivery Manager
Gloucester, Ma
• Oversaw central service desk and three deskside support teams in MA, TX, and CA• Managed 10 direct reports with 80 indirect reports • Screened & interviewed new managers, leads, and technicians as necessary from vendor • Reported metrics on regular basis to C level executives and advised daily on best practices • Supported all front end hardware including computers, mobile devices, telephones, and conference room technology • Led daily, weekly, and monthly meetings to align teams, set goals and track progress • Optimized successful US PC refresh from XP to windows 7• Prepped N. America team for merger with Tokyo Electron