Service Delivery, ITSM

Kevin Edison

214-***-**** • *****.******@*******.*** • Fort Worth, TX

https://www.linkedin.com/in/kevinedison

Summary

Strategic Senior IT Support Manager/Leader with over 10 years of experience driving excellence in IT Service Management (ITSM/ITIL) frameworks and team management. Expert in overseeing complex technical support operations, triaging IT ticket requests, and ensuring rigorous SLA adherence within high-volume Microsoft environments. Proven leader in implementing performance metrics and KPIs to enhance service efficiency and overall customer satisfaction.

Work Experience

ITSM – ITIL Assessment Analyst June 2026 - Present COMPUTER TASK GROUP(CTG), FORT WORTH, TX

Evaluate current ITSM/ITIL environment. Identify opportunities for optimization, and implement workflow and automation improvements. Assiting with the transformation of IT Operations, improving service delivery, and enabling automation-driven efficiency.

Conduct Maturity Assessments: Perform comprehensive assessments and gap analyses on core ITIL processes (Incident, Problem and Change Management) against industry best practices.

Roadmap Development: Draft detailed recommendation reports, identifying critical areas for improvement and developing strategic roadmaps for ITSM capability enhancement.

Process Standardization: Standardize IT operations according to the ITIL framework, minimizing system downtime and improving First-Call Resolution Rates(FCR).

KPI & Metric Tracking: Design Key Performance Indicators (KPIs) and service reports, maintaining ITSM tool data integrity (ManageEngine ServiceDesk Plus ticketing system) to evaluate ongoing process effectiveness.

Stakeholder Enablement: Facilitate rollout discussions with key business stakeholders, providing use cases and tailored training materials to drive process adoption.

ManageEngine ServiceDesk Plus Consultant, Fort Worth, TX January 2021 – June 2026

Contractor

Manage the optimization of ManageEngine ServiceDesk Plus(SaaS), implementing custom ITSM frameworks and Self-Service Portal templates to improve ticket resolution times by 25%.

Analyze performance metrics and KPIs to develop automated workflows for incident and service request triaging, ensuring 100% SLA adherence.

Implement performance management frameworks and collaborate with technical teams to transform data into actionable insights for continuous service improvement.

Oversee the digitization of HR and procurement workflows within Microsoft environments, reducing processing times by 15% through strategic project participation.

Develop and lead user training sessions to enhance platform go-live readiness and ensure high-quality technical support for over 50 users.

ITSM and ITIL Best Practices.

Service Delivery Manager August 2019 – March 2020

WEIR GROUP, FORT WORTH, TX

Developed and lead IT Transitional Service Agreements, establishing a robust service management model to ensure seamless divisional transitions and consistent SLA adherence.

Oversaw weekly service reviews and cultivated stakeholder relationships, resulting in a 15% increase in customer satisfaction scores (CSAT).

Implemented QA and coaching programs to enhance team management and coordinate complex ITSM efforts across the organization.

Managed escalation processes for high-priority technical issues, acting as the primary point of contact for complex incident resolution and troubleshooting.

Service Delivery Manager – End User Computing(EUC) October 2018 – February 2019

HEMMERSBACH, HOUSTON, TEXAS

Managed Deskside Support delivery and network troubleshooting protocols for End User Computing (EUC), maintaining high-quality technical support standards.

Oversaw changes, outages, and escalated technical issues by coordinating with vendors, stakeholders, and internal technical leads.

Implemented mentoring and coaching initiatives for support staff, resulting in a 10% boost in overall team productivity and technical proficiency.

Analyzed support policies and procedures to optimize service delivery and enhance overall business operations through continuous process improvement.

IT Services Manager August 2016 – September 2017

PCPC DIRECT, LTD., HOUSTON, TEXAS

Implemented IT Governance and manage internal customer stakeholder relationships to align IT services with organizational business objectives.

Analyzed trend data on incidents and CSAT scores to develop service improvement initiatives and enhance ticketing system efficiency.

Managed the development of Statements of Work (SOW) and negotiate Master Service Agreements to ensure high-quality vendor support and SLA adherence.

Managed IT Services support groups that included the IT Support Desk Team(local and remote technicians) and the Server Warranty Repair Team that supported all MSP (Managed Services Provider) customers.

Served as the main liaison between customers, vendors and IT Services, ensuring optimal service delivery.

Utilized ManageEngine ServiceDesk Plus and ConnectWise ITSM tools.

Manager of Support Services May 2014 – August 2016

PCPC DIRECT, LTD., HOUSTON, TEXAS

Managed a diverse team of 16 support technicians, overseeing remote and deskside IT assistance within enterprise Microsoft ecosystems.

Implemented targeted training and coaching programs, elevating team performance and technical capabilities by 15%.

IT Service Desk Manager March 2011 – May 2014

KICKAPOO LUCKY EAGLE CASINO, EAGLE PASS, TEXAS

Implemented ITSM/ITIL Service Desk Best Practices to improve the efficiency of the Service Desk and Help Desk teams.

Managed the introduction of incident management processes and the deployment of ManageEngine ServiceDesk Plus ticketing systems.

Developed a Career Development Plan that successfully promoted 7 technicians, demonstrating excellence in team management and staff growth.

Global IT Service Desk Manager January 2007 – February 2010

AFFILIATED COMPUTER SERVICES, INC. (ACS), DALLAS, TEXAS

Oversaw global IT Service Desk operations across India, Mexico, and the US, managing diverse teams to deliver 24/7 technical support.

Managed a 4.3/5.0 overall customer satisfaction rating, consistently exceeding SLA adherence requirements through proactive performance monitoring.

Implemented a strategic transition of service operations from India to Texas, optimizing staff levels while maintaining high-quality support standards.

Education

Bachelor of Science in Computer Science

Central State University

Additional Skills

IT Leadership & Management: Team Management (IT Service Desks, IT Help Desks), SLA adherence, IT Service Management (ITSM) frameworks, ITIL certification, Performance metrics and KPIs, Escalation Management, Stakeholder Engagement, Coaching & Mentoring

Technical Support Operations: Triaging IT ticket requests, Ticketing systems, Network troubleshooting, End User Computing (EUC), Unified Communication systems, VoIP technologies, Incident Management, Process Mapping

Platforms & Tools: Microsoft experience, ManageEngine ServiceDesk Plus, ITSM Tool Configuration, AWS Cloud, Robotic Process Automation (RPA), Dashboards & Reporting

Certifications

ITIL V3 Foundation Certification

AWS Certified Cloud Practitioner Certification

UiPath RPA Business Analyst Foundation Certification

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